Manager, Workforce Strategy

Job Summary

A company is looking for a Manager, Workforce Strategy (Merchant).

Key Responsibilities

• Own end-to-end performance of workforce management support operations for the Merchant audience
• Manage staffing, capacity, performance metrics, and issue resolution for in-house and BPO operations
• Drive performance against KPIs and lead OKR setting and progress tracking

Required Qualifications

• 5+ years in workforce management, support operations, or management consulting
• Experience in fast-paced, ambiguous environments with complex problem-solving
• Proven track record of driving performance improvements across cross-functional teams
• Strong analytical skills and comfort with data tools (e.g., SQL, Excel, Tableau)
• Strategic leadership capabilities to inspire and align teams