Senior Workforce Operations Manager - Customer Experience

Summary

Join Rula as a Sr. Workforce Operations Manager and help maintain service excellence across a complex frontline operation. Partner with finance and executive teams to build accurate forecast models for headcount planning. Coordinate with internal and outsourced teams to monitor and manage service levels. This role involves managing multiple lines of business and large teams (300+ agents). The ideal candidate will have experience in workforce management, advanced proficiency with spreadsheets and workforce software, and excellent communication skills. Rula offers a 100% remote work environment, attractive pay and benefits, and a commitment to employee well-being.

Requirements

• 4+ years of experience working directly in all aspects of workforce management (capacity planning, schedule optimization, real-time operations)
• Advanced proficiency with spreadsheets (GSheets/Excel) and workforce software to monitor and manage performance
• Expertise owning and driving quantified adjectives to hit high goals, and working alongside BPO partners to do so
• Demonstrated experience managing multiple lines of business and large teams (300+ agents) at public and/or mature companies
• Excellent written and verbal communication skills, with a proven ability to collaborate efficiently with external and internal clients at all levels

Responsibilities

• Maintain service excellence across a complex frontline operation with many teams
• Partner extensively with finance and executive teams, using your experience in building accurate forecast models to plan headcount needs while staying within cost guardrails
• Play an essential role in helping us fulfill this promise to customers
• Coordinate with in-house and outsourced teams to help us monitor and manage service levels

Preferred Qualifications

• Background knowledge in finance or accounting
• Previous experience in owning workforce management for >3 pods at once
• Detailed knowledge of customer experience initiatives and key performance indicators for them

Benefits

• 100% remote work environment (US-based only): Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
• Attractive pay and benefits : Full transparency of pay ranges regardless of where you live in the United States
• Comprehensive health benefits : Medical, dental, vision, life, disability, and FSA/HSA
• 401(k) plan access : Start saving for your future
• Generous time-off policies : Including 2 company-wide shutdown weeks each year for self-care (for most employees)
• Paid parental leave : Available for all parents, including birthing, non-birthing, adopting, and fostering
• Employee Assistance Program (EAP) : Support for your mental and physical health
• New hire home office stipend : Set up your workspace for success
• Quarterly department stipend : Fund team-building activities or in-person gatherings
• Wellness events and lunch & learns : Explore a variety of engaging topics
• Community and employee resource groups : Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all