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Salary: USD 170,000 - 235,000 / annual
Chime is hiring a Senior Manager, Global Workforce Planning & Transformation to lead workforce planning and optimization across its global Customer Operations organization. This role manages a team responsible for forecasting, capacity planning, scheduling, and workforce optimization supporting over 4,000 agents worldwide.
Key responsibilities include leading forecasting and capacity planning activities across the large-scale global customer operations organization; developing staffing plans that balance member demand, service level objectives, employee experience, and financial goals; partnering with Operations, Finance, Vendor Management, and Analytics teams to align workforce strategies with business priorities and long-term growth; monitoring workforce performance to identify risks and opportunities, recommending staffing adjustments that improve operational outcomes; establishing and enhancing processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance; championing AI, automation, and emerging workforce technologies to improve scalability and operational decision-making; and managing, coaching, and developing a high-performing workforce management team while fostering accountability, collaboration, inclusion, and continuous improvement.
Required qualifications include 7+ years of workforce management experience in 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 ability to translate workforce data into actionable recommendations for operational and executive stakeholders; and experience driving process improvements, operational efficiencies, and cross-functional initiatives that improve service delivery and business outcomes.
