Sr Program Manager WFM

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Job Overview

This role will help shape the next generation of Workforce Management for Global Care, with a strong emphasis on data, reporting, and automation. It leads cross-functional programs that modernize manual planning processes—including reporting infrastructure, workflow automation, and data integration across systems such as Power BI, SharePoint, and Verint—while also managing traditional WFM program responsibilities such as influencing ramp strategy, OT target-hour reporting, providing shrinkage guidance, and supporting intraday productivity.

Success is measured by effective program delivery, adoption of improved reporting and automation solutions, stronger data-driven decision-making, and reduction of manual, senior-level intervention in day-to-day planning work.

Job Responsibilities
:

• Lead complex, cross-functional WFM initiatives from discovery and requirements through implementation, adoption, and continuous improvement.
• Partner with data, reporting, and IT teams to improve WFM's business intelligence, automation, and workflow capabilities across tools such as Power BI, SharePoint, and Verint.
• Develop and support reporting and decision-support solutions that reduce reliance on manual data pulls, recurring report creation, and senior-level intervention.
• Analyze operational and reporting data to identify trends, risks, opportunities, and actionable recommendations that inform workforce planning decisions.
• Identify repetitive or fragmented processes and design scalable solutions using workflow automation, Power Platform, scripting, AI-enabled tools, or other appropriate enterprise technologies.
• Support the ongoing health, accuracy, adoption, and continuous improvement of WFM reporting, data, and automation solutions as business needs evolve.
• Translate business needs into technical requirements and communicate complex data, findings, risks, and recommendations clearly to technical teams, business partners, and leadership.
• Manage program changes, dependencies, risks, vendor relationships, and cross-functional partnerships to ensure timely and effective delivery.

Education and Work Experience
:

• Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience.
  Required
• Acceptable areas of study include Business, Finance, Economics, Sales, or related field.
  Required
• 4–7 years of experience in organizational programs, project management, analytics, systems, or related area.
• 2–4 years of supervisory or program-management experience.

Strongly Preferred

• SQL — hands-on experience querying, transforming, validating, and troubleshooting data.
• Power BI — experience building data models, dashboards, visualizations, and back-end reporting solutions—not solely consuming existing reports.
• Workflow Automation — demonstrated experience identifying manual processes and developing scalable solutions using tools such as Power Automate, Power Apps, VBA, scripting, AI-assisted development, or comparable technologies.
• Database & Data Platforms — experience with relational databases, data structures, data quality, troubleshooting, and enterprise data platforms such as Snowflake, Databricks, or comparable technologies.

Preferred

• SharePoint-based solution design, including workflow, intake, ticketing, document, or knowledge-management…