Senior Manager
WFA Digital Insight
As demand for skilled workforce managers grows, driven by a 27% increase in remote customer operations in 2025, Chime's Senior Manager role stands out for its focus on AI-driven innovation and global scale. With over 4,000 agents to support, this role requires a unique blend of strategic vision, technical expertise, and leadership acumen. Candidates should be prepared to leverage data analytics and emerging technologies to drive operational excellence and shape the future of workforce management. Before applying, consider how your experience aligns with Chime's commitment to continuous improvement and customer-centricity.
Job Description
About the Role
The Senior Manager, Global Workforce Management, is a pivotal role at Chime, tasked with scaling and optimizing workforce planning across the company's global Customer Operations organization. This role is at the forefront of ensuring that the right people are in the right place at the right time to deliver exceptional member experiences. The Senior Manager will lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization, partnering closely with various stakeholders to drive operational performance and innovation.The successful candidate will have a deep understanding of workforce management principles, a proven track record of leading high-performing teams, and experience with AI, automation, and emerging workforce technologies. This role offers the opportunity to make a significant impact on Chime's global operations, driving growth, efficiency, and customer satisfaction.
What You Will Do
- Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization
- Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals
- Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth
- Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes
- Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance
- Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making
- Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement
- Collaborate with cross-functional teams to design and implement process improvements and technology solutions
- Stay abreast of industry trends, best practices, and new technologies to continually improve workforce management capabilities
What We Are Looking For
- 7+ years of workforce management experience supporting large-scale customer operations environments
- 3+ years of people leadership experience with a demonstrated ability to lead and develop high-performing teams
- Proven expertise in forecasting, capacity planning, scheduling, and workforce optimization
- Experience with AI, automation, and emerging workforce technologies
- Strong analytical and problem-solving skills, with the ability to interpret complex data sets and drive insights
- Excellent communication and collaboration skills, with the ability to influence and partner with cross-functional teams
- Experience with workforce management software and systems
- Bachelor's degree in a related field, such as Operations, Business Administration, or Industrial Engineering
Nice to Have
- Experience with cloud-based workforce management platforms
- Knowledge of machine learning and predictive analytics
- Certification in workforce management or a related field
- Experience working in a fast-paced, dynamic environment with a high degree of ambiguity and change
Benefits and Perks
- Competitive salary and bonus structure
- Comprehensive benefits package, including health, dental, and vision insurance
- Generous PTO and holiday schedule
- Remote work stipend and equipment reimbursement
- Professional development opportunities, including training and conference sponsorships
- Access to cutting-edge technologies and tools
- Collaborative, dynamic work environment with a team of experienced professionals
How to Stand Out
- Develop a strong understanding of workforce management principles and emerging technologies, such as AI and automation, to drive innovation and efficiency in your role.
- Highlight your experience with data analytics and interpretation, as the ability to drive insights from complex data sets is crucial in this position.
- Prepare to discuss your approach to change management and process improvement, as the successful candidate will be expected to champion innovation and drive continuous improvement.
- Emphasize your leadership and team development skills, as this role requires the ability to manage, coach, and develop a high-performing workforce management team.
- Research Chime's commitment to customer-centricity and continuous improvement, and be prepared to discuss how your experience and skills align with these values.
- Be prepared to provide specific examples of your experience with workforce management software and systems, and how you have used these tools to drive operational excellence.
- Consider leveraging portfolio examples or case studies to demonstrate your expertise and accomplishments in workforce management and leadership.
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