Account Health Support (AHS) is looking for an experienced Sr. Program Manager of Workforce Management (WFM). This role will oversee all aspects of WFM globally to include forecasting, capacity planning, scheduling and real time management. The AHS Sr. PM will support operations around the world, and across multiple lines of business. They will be responsible for establishing mechanisms and standards as well as shaping the organization structure of the WFM function on a growing team. This role will lead a team of Program Managers, capacity planners, real time analysts and schedulers.
Key job responsibilities

Key job responsibilities
Responsibilities:
• Monitor, manage, and control the production environment for WW AHS.
• Balance global business requirements with regional and operational realities to maximize efficiency, customer experience and employee experience.
• Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the Workforce Management team to support the seller experience at all times.
• Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.
• Develop a team of managers who will be leading a diverse set of functions.
• Provide industry leading standards to create best in class workforce expertise.
• Manages business- and executive-level escalations, including reporting to senior-level leadership.
• Scopes out the requirements for new metrics and tools.