Our Mission
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(Comscore, Total Visits, March 2025)
Day to Day
In this role, you’ll set team goals, quality standards, and operating rhythms, ensuring accountability for performance and outcomes across workforce management and operational planning. You’ll translate business strategy into clear plans and drive execution of forecasting, scheduling, capacity planning, and workforce initiatives within your team’s scope. You’ll guide, develop, and coach individual contributors, setting expectations, reinforcing high standards, and fostering an inclusive, high-performing culture while ensuring high-quality support across voice, chat, back office, and asynchronous channels.
Serving as an escalation point, you’ll oversee workforce planning processes, scenario modeling, and tools that improve efficiency, accuracy, and scalability. Partnering cross-functionally, you’ll align priorities, communicate impact, and continuously enhance workflows through data, feedback, and experimentation. You’ll also help manage real-time workforce management strategy and intraday decision-making across a global, multi-site environment, while maintaining staffing accuracy, operational readiness, and performance accountability across internal teams and vendor partners.
Responsibilities
- Own global workforce capacity planning and headcount strategy, aligning staffing plans and resource investments with organizational and financial goals.
- Partner with business leaders to support workforce budgeting, forecasting accuracy, and cost management, identifying risks, opportunities, and operational dependencies across teams and systems.
- Oversee vendor workforce governance by validating staffing delivery, supporting billing transparency, and ensuring performance aligns with contractual expectations and business outcomes.
- Establish and maintain standardized workforce management practices, including shrinkage assumptions, occupancy targets, scheduling principles, and forecasting governance across supported business groups.
- Drive continuous improvement through data, feedback, and experimentation to improve planning accuracy, operational efficiency, and workforce responsiveness.
- Leverage AI-enabled tools, automation, and scalable workforce management practices to reduce manual effort and improve the speed and quality of operational decision-making.
- Ensure secure handling and exchange of workforce data across internal and external partners, maintaining compliance with applicable privacy and regulatory requirements.
Skills/Competencies
- Requires a minimum of 10 years of related experience; or a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience.
- Workforce management experience, including leadership in large-scale or complex operational environments and demonstrated success leading teams through change, technology implementations, or operating model transitions.
- Demonstrated success leading workforce strategy across multi-channel operations, diverse business requirements, and multiple forecasting groups, service models, and SLA requirements.
- Excellent understanding of forecasting, scheduling, capacity planning, and real-time workforce management principles across multiple WFM platforms and operational environments.
- Demonstrated experience managing large-scale vendor partnerships and workforce performance across outsourced environments.
- Proven analytical and technical fluency, including experience with SQL, Python, and business intelligence tools such as Tableau or Power BI.
- Ability to leverage data to identify trends, solve operational problems, and translate complex workforce data into clear business insights and executive recommendations.
- Ability to influence and collaborate effectively across executive leadership, operational teams, and external partners.
Salary Range Transparency
Tier 1 - United States of America 108,000 - 162,000 USD per year
Tier 2 - United States of America 120,000 - 180,000 USD per year
Tier 3 - United States of America 133,000 - 199,000 USD per year
Tier 4 - N/A
Tier 5 - United States of America 150,000 - 226,000 USD per year
Salary Range Disclaimer
The salary range for this role reflects the minimum and maximum compensation for the role. Offers are typically made between the range minimum and the range midpoint. Actual compensation will be determined based on job-related skills, experience, and expertise, as evaluated during the interview process. The range(s) listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), a Paid Time Off policy, and many region-specific benefits. Compensation may also vary based on where a role is performed, as work locations are grouped into geographic pay tiers to reflect cost of labor differences in different geographic markets. Candidates can view geographic pay tiers by location on our career site (https://www.indeed.com/careers/paytiers), and recruiters can confirm how location is considered for a specific role.
Benefits - Health, Work/Life Harmony, & Wellbeing
We care about what you care about. We have a multitude of benefits to support Indeedians, as well as their pets, kids, and partners including medical, dental, vision, disability and life insurance. Indeedians are able to enroll in our company’s 401k plan, as well as an equity-based incentive program. Indeedians will also receive open paid time off, 11 paid holidays a year and up to 26 weeks of paid parental leave. For more information, select your country and learn more about our employee benefits, program, & perks at https://www.indeed.com/careers/benefits!
Equal Opportunities and Accommodations Statement
Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
Indeed provides reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please visit https://www.indeed.com/careers/accommodations. If you are requesting accommodation for an interview, please reach out at least one week in advance of your interview.
For more information about our commitment to equal opportunity/affirmative action, please visit our Careers page (https://www.indeed.com/careers).
Inclusion & Belonging
Inclusion and belonging are fundamental to our hiring practices and company culture, forming an integral part of our vision for a better world of work. At Indeed, we’re committed to the wellbeing of our employees and on a mission to make this the best place to work and thrive. We believe that fostering an inclusive environment where every employee feels respected and accepted benefits everyone, fueling innovation and creativity.
We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals, a fair chance at employment.
Those with military experience are encouraged to apply. Equivalent expertise demonstrated through a combination of work experience, training, military experience, or education is welcome.
Indeed’s Employee Recruiting Privacy Policy
Like other employers Indeed uses our own technologies to help us find and attract top talent from around the world. In addition to our site’s user and privacy policy found at https://www.indeed.com/legal, we also want to make you aware of our recruitment specific privacy policy found at https://www.indeed.com/legal/indeed-jobs.
Agency Disclaimer
Indeed does not pay placement fees for unsolicited resumes or referrals from non-candidates, including search firms, staffing agencies, professional recruiters, fee-based referral services, and recruiting agencies (each individually, an "Agency"), subject to local laws. An Agency seeking a placement fee must obtain advance written approval from Indeed's internal Talent Acquisition team and execute a fee agreement with Indeed for each job opening before making a referral or submitting a resume for that opening.
AI Notice
Indeed is committed to ensuring fairness and transparency throughout our hiring process. We use artificial intelligence (AI) tools to assist in the screening, assessment, and selection of applicants for this position by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.
Unless otherwise notified, Indeed does not use AI constituting an AEDT or an ADMT as those tools are defined in applicable laws.
The deadline to apply to this position is 7/10/2026. Job postings may be extended at the hiring team’s discretion based on applicant volume.
U.S. Remote & Massachusetts Roles
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Reference ID: 47208
Work Location: Remote
