Senior Manager, Global Workforce Management

About the role We're hiring for a Senior Manager, Global Workforce Management to help scale and optimize workforce planning across our global Customer Operations organization. Delivering exceptional member experiences requires having the right people in the right place at the right time, and this role sits at the center of making that happen. As our Senior Manager, Global Workforce Management, you'll lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting more than 4,000 agents globally. You'll partner closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve operational performance while helping shape the future of workforce management through AI, automation, and continuous innovation. The base salary offered for this role and level of experience will begin at $170,000.00 and up to $235,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. In this role, you can expect to Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents. 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. To thrive in this role, you have 7+ years of workforce management experience supporting large-scale customer operations environments. 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams. Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that drive measurable business outcomes. Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners. Strong analytical skills and experience translating workforce data into actionable recommendations for operational and executive stakeholders. Experience driving process improvements, operational efficiencies, and cross-functional initiatives that improve service delivery and business performance. Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices and improve decision-making. Nice-to-have Experience in fintech, financial services, technology, e-commerce, or other high-growth customer-centric organizations. Experience with NICE, Verint, Calabrio, Genesys, or similar workforce management platforms. Experience managing global and outsourced workforce operations. Familiarity with AI-driven workforce planning tools, predictive analytics, and automation technologies. Bachelor's degree or equivalent practical experience. #LI-Remote #LI-EI1 A little about us At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control