Principal Program Manager, Workforce Management (WFM)
Company Overview
91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
The 91黑料爆料 WFM Real Time Operations team seeks a strategic and operations-focused leader who will enhance our AI-powered digital and human expertise by prioritizing customer experience and collaborating across functions. The role involves advising Expert Network leadership, aligning strategies for high-quality, scalable customer service, and ensuring effective cross-functional program delivery. The ideal candidate will possess strong data-driven decision-making and communication skills to drive business goal achievement. Furthermore, this individual will champion customer advocacy and serve as the India site ambassador, supporting a 24/7/365 intraday management contract worker team.
Responsibilities
鈼 You are an unapologetic advocate for our customers, ensuring exceptional service is delivered and identifying and resolving any and all customer pain points
鈼 You optimize Expert occupancy to match premium customer service with internal productivity and cost management.
鈼 You drive complex programs fostering accountability in partnership with cross-functional groups such as Customer Success, Service Delivery, Operations, Product Management, and other functional partners.
鈼 You run programs using best practices for initiating, planning, and executing intermediate-to-large scale cross-functional critical programs that empower teams to achieve successful outcomes.
鈼 You anticipate risks and proactively manage these risks before they become blockers.
鈼 You communicate updates across levels of the organization and escalate appropriately. You will communicate with executives regularly.
鈼 You drive your teams toward strategic goals; creating timelines and milestones, managing dependencies, and removing obstacles that stand between your teams and business success.
鈼 You constructively drive forward process improvements over time through efficiencies and/or automation.
鈼 You lead with a clear vision, staying focused on the customer problem. You define success and galvanize the team around it. You align on and ruthlessly prioritize what’s most important.
鈼 You drive winning results, allocating time and resources to what’s most important. You make fast, data-driven decisions and take extreme ownership for outcomes.
鈼 You utilize a technical understanding of upstream workforce management (WFM) value chain to own the near term horizon (current day to two weeks out)
Qualifications
鈼 Operational Expertise: Skilled in developing and refining processes and operational rhythms that ensure accountability and drive business performance.
鈼 Analytical and Problem-Solving Skills: Strong ability to interpret data and drive decisions based on insights.
鈼 Customer-Centric Mindset: Committed to enhancing customer experience through efficient, high-quality expert experiences.
鈼 Collaboration Skills: Exceptional communication and interpersonal skills, with experience building cross-functional relationships and influencing without authority.
鈼 Business Communication and Storytelling: Able to synthesize insights and activity from complex areas into strategic narratives (written documents and slides) for C-level audiences.
鈼 Experience: 5+ years in business operations, strategy, or a related field. Proven experience supporting executive leadership and optimizing operational efficiency.鈼 Experience: 10+ years in Customer Success Workforce Management (ie demand planning/forecasting, capacity planning, scheduling, intraday management).