Head of Operations & Business Management

We are seeking a global Workforce Planning Lead to set team goals, quality standards, and operating rhythms, ensuring accountability across workforce management and operational planning. The role translates business strategy into clear plans and drives execution of forecasting, scheduling, capacity planning, and workforce initiatives across a global, multi‑site environment.

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.

or a minimum of 8 years of related experience with a Bachelor’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.

Health, dental, vision, disability and life insurance; equity‑based incentive program; 11 paid holidays; 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 for qualified individuals with disabilities in the application process.

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