Senior Director, Workforce Management and Global Service Operations

Our Mission

As the world’s number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We're looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.

(
* Comscore, Total Visits, March 2025)

As Senior Director, Workforce Management & Global Service Operations, you will serve as a strategic and hands‑on leader, ensuring workforce and service delivery models scale effectively to meet business needs. You’ll partner with senior leaders across the company to align capacity, cost, and service performance, while leading a global team responsible for workforce management and vendor delivery. Your day will include reviewing performance data, guiding decisions on staffing and service tradeoffs, collaborating with internal teams and BPO partners to address delivery challenges, and ensuring priorities are executed in a fast‑paced environment.

You’ll foster a culture of ownership and continuous improvement, develop and empower leaders on your team, and communicate clear updates and insights to senior stakeholders.

What you will do:

• Own end‑to‑end workforce management strategy and execution across internal and outsourced operations, with full accountability for workforce‑related outcomes—not just process compliance.
• Oversee a global, multi‑disciplinary organization including WFM, vendor management, and business analytics teams, enabling performance across outsourced and managed service partners.
• Own BPO relationships and outsourcing decisions, aligning staffing models and financial planning with long‑term business objectives.
• Act with ownership and bias for action—making timely, informed decisions and iterating based on data and results.
• Simplify complexity by designing scalable, clear solutions that work across teams and geographies.
• Use data to drive decisions and build trust through transparent partnership with business leaders, teams, and vendors.
• Develop inclusive, high‑performing teams and grow future leaders.

• Set and execute a scalable, compliant global workforce management strategy including forecasting, capacity planning, scheduling, real‑time monitoring, adherence tracking, and reporting across regions.
• Guide forecasting and analytics teams to translate demand into actionable staffing models aligned to SLAs, budgets, business drivers, and standardized regional practices.
• Promote a user‑first approach to WFM tools, improving adoption, usability, and operational effectiveness.
• Own BPO relationships and outsourcing strategy, ensuring measurable value across cost, quality, productivity, experience, and compliance.
• Partner with Procurement on provider selection, contract strategy, renewals, and ongoing vendor governance.
• Drive productivity, efficiency, profitability, and YoY cost‑per‑revenue‑dollar reductions through continuous improvement across workforce and service delivery operations.
• Increase transparency in workforce‑driven costs and collaborate with internal partners to prioritize impact and deliver scalable, business‑aligned solutions.

• 10+ years of experience in Workforce Management, operations leadership, or global service operations across scaled, multi‑region, and outsourced environments.
• 5+ years leading global teams and senior managers, with extensive BPO vendor management experience.
• Proven leadership and collaboration skills to build, influence, and develop accountable, high‑performing global teams.
• Advanced analytical, strategic, and financial capabilities, including expertise in WFM systems, labor forecasting, productivity analytics, and historical volume analysis, with a demonstrated ability to drive data‑informed decisions.
• Proven success implementing automation and AI technologies in customer service/back‑office environments and driving adoption across diverse markets, supported by exceptional project management and prioritization skills.
• Excellent communication, negotiation, and interpersonal skills with the ability to influence and collaborate across global partners.
• Abil…