Director, Global Workforce Optimization

Position Type and Expected Hours of Work:

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.

• Lead the development and execution of global workforce strategies and processes,inclusive of forecasting, headcount planning, scheduling, and real-time analysis.
• Own the development and negotiation of outsourced partner contracts, including pricing structure, SLAs, and performance terms.
• Own productivity measurements,defining and reporting on occupancy,utilization,handle time,and otherstoensure efficient use of resources.
• Continuously evaluate prospective outsourcing partners,maintaining an active pipeline of vendors that could improve service capability, geographic coverage, or cost structure.
• Define enterprise KPIs and frameworks which support theGlobal
  
  Operations leadership teamin all key labor decisions.
• Lead location strategy, workforce planning, and data modeling to supportin-houseand outsourcing efforts.
• Create frameworks and governance tools to support long-term workforce strategy.
• Collaborate with HR, finance, and other cross-functional teams to ensure data-driven decision making.
• Develop and oversee the process flow for intake, analysis, and delivery of requests for new site locations, change of sites, change of services, and staffing needs.
• Act as a culture ambassador; actively embody the Stub Hub cultural values while encouraging others to do the same.

• Strategic Leadership - Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence.
• Strategic Thinking - Ability to anticipate future challenges and opportunities and develop proactive strategies to address them.
• Analytical - Data-Obsessed, be inquisitive, root all decisions in data and ensure its integrity.
• Operational and Organization Design - Map out and design an organization and support structure that leads to outsized performance results
• Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
• Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners.
• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions. Also, must challenge the status quo and an openness to being wrong.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs.

• 10+ years of operations leadership experience is preferred (Bonus for customer service experience).
• Advanced analytical, verbal and written communication skills
• Demonstrated leadership and influential capabilities with the ability to drive a positive culture.
• Proficient in functional/technical skills;
  Internet applications, office applications, internal tools.
• Strong familiarity with running a large-scale and global operations team (300K…