The Senior Manager, Support Operations drives productivity, efficiency, and workforce optimization, ensuring peak performance while maintaining service levels and cost-effectiveness. This role oversees staffing, scheduling, real-time adjustments, and performance optimization to maximize efficiency without compromising team experience.
About The Role
- Lead the Online Strategy & BPO teams - Manage managers and team members.
- Workforce Planning & Scheduling - Ensure optimal staffing levels for efficiency and cost control, align hiring and staffing with business needs and partner with HR, leadership, and BPOs to meet staffing goals.
- Scheduling & Shift Management - Build schedules aligned with forecasted demand, optimize shifts, breaks, and rotations for coverage and maintain compliance with labor laws & policies.
- Real-Time Workforce & Intraday Management - Monitor real-time workforce activity to meet SLAs, adjust staffing dynamically based on demand changes, escalate risks related to absenteeism or outages and oversee shift capacity and activity, including incidents, peak times, and off-peak times.
- Performance Management & Optimization - Analyze workforce data to drive efficiency, monitor to Identify and resolve adherence gaps and productivity issues, and collaborate on training and quality improvements.
- Workforce Technology & Process Improvement - Manage WFM tools and automation, optimize workforce processes and efficiency, and Provide data-driven insights to leadership.
Requirements
- 8+ years of experience as a Customer Experience/Workforce Management for large global sites in an Enterprise SaaS environment or B2C
- A proven senior leader who has experience managing people managers
- Experience in real-time monitoring & scheduling & site productivity performance management
- Proficiency in WFM tools (e.g., NICE, Verint, Teleopti)
- Strong data analysis & problem-solving skills
- Experience with AI & automation in WFM is a plus
- Effective cross-functional collaboration & communication
For New York City-based hires only: Compensation Range: $125,000-$160,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations
Please note that this role is on a hybrid model.
Visa sponsorship for this role is currently not available.
monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.
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