Workflow Manager – Customer Experience Metrics

About the role

Workflow Manager owns end‑to‑end workflow execution across multiple Customer Service sites and geographies within the Network Strategy and Performance (NSP) organization. This role bridges tactical capacity execution with network‑level strategy, ensuring staffing plans translate into accurate scheduling and workforce deployment that protects service levels and delivers cost efficiency.

Key responsibilities

• Execute network capacity plans at the site level by translating forecasted staffing requirements into optimized CSA shift schedules across multiple sites and time zones.
• Coordinate site‑staffing needs, including headcount reporting, shift rotation management, cross‑training programs, and new‑hire ramp integration.
• Own analysis and reporting of site performance through KPIs such as Shrinkage, AHT, and PTL on daily, weekly, and monthly cadences.
• Monitor CSA wellness and occupancy metrics, detecting burnout signals and coordinating proactive interventions.
• Drive process improvement and AI transformation by standardizing workflows, applying AI tools, and building automation for repetitive tasks.
• Partner with CS Operations, Capacity Planning, Finance, Training, and PxT leaders to identify capacity risks and create mitigation plans.
• Lead and develop a team of Business Analysts, setting performance expectations, providing feedback, and hiring talent.
• Communicate complex scheduling and staffing insights in clear narratives for both technical and non‑technical audiences.

Required profile

• 4+ years of people‑management experience.
• Bachelor’s degree or equivalent in a quantitative field (e.g., BI, finance, engineering, statistics, computer science, mathematics).
• Experience building optimization models using Advanced Excel.
• 2+ years of workflow experience (5+ years preferred) and project/program management experience.

Required skills

• Advanced Excel
• Data analytics