Director of Workforce Management

Job description

Role Details

Contract Duration: Full-time

Work Schedule: US business hours, Monday to Friday. Flexibility is required to support team members in other time zones.

Work Type and Location: Remote: TX, AZ, DE, FL, GA, ID, KS, MD, MI, NV, NC, SC, OR, VA, WA

Expected Start Date: September 18, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers ²⁴⁄₇ omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

We are seeking a visionary and exceptionally dynamic Director of Workforce Management to lead a truly transformative function within Crescendo. This is not a typical WFM role. Our operational model is inherently complex and groundbreaking: a hybrid workforce of AI and human agents supporting hundreds of distinct customers, with human agents frequently shifting between different customer engagements throughout a single day.

This unique environment demands a reimagination of traditional workforce management principles. You will be instrumental in evaluating our current landscape, then designing, implementing, and optimizing a WFM strategy that transcends conventional approaches, leveraging technology and innovative methodologies to achieve unprecedented efficiency in a multi-customer, multi-skill, AI-augmented landscape. While your focus will be on innovation, a deep understanding of foundational BPO WFM principles will be critical to your success.

What You’ll Do:

• Architect Transformative WFM Strategies: Lead the continuous evolution of our WFM philosophy, processes, and tools to support a highly dynamic, AI-human hybrid operational model.
• Optimize Hybrid Workforce Performance: Develop sophisticated forecasting, scheduling, and real-time management strategies that effectively integrate and optimize the performance of both AI and human agents across a vast and varied customer portfolio.
• Enhance Dynamic Agent Deployment: Design and implement innovative methodologies for multi-customer, multi-skill agent scheduling and real-time reassignment, ensuring seamless transitions, optimal utilization, and consistent service levels.
• Drive Technology-First Solutions: Define requirements for and implement next-generation automation tools, and predictive analytics that support our unique operational needs.
• Leverage Traditional WFM Expertise: Apply your deep understanding of traditional WFM principles (e.g., Erlang C, shrinkage, occupancy, queue management) to inform and enhance transformative approaches. You’ll oversee both traditional and transformative WFM models.
• Build & Lead a High-Performing Team: Mentor, upskill, and inspire a global department of WFM managers, analysts, and specialists, fostering a culture of innovation, continuous improvement, and data-driven decision-making.
• Champion Data & Analytics: Establish robust reporting and analytics frameworks to monitor key performance indicators (KPIs), identify trends, predict future needs, and provide actionable insights to drive operational excellence.
• Collaborate Across Functions: Work cross-functionally with Operations, Product, Sales, and Customer Success teams to align WFM strategies with business objectives and Partner needs.
• Manage Change & Adoption: Lead the organization through significant changes in WFM practices, ensuring smooth adoption and buy-in from all stakeholders.

What We Expect From You:

• 8+ years of progressive experience in Workforce Management, with at least 3-5 years in a leadership role, ideally within a fast-paced, high-growth environment.
• Proven experience in a BPO or contact center environment with a strong grasp of traditional WFM principles and methodologies (forecasting, scheduling, real-time management, capacity planning, etc.).
• Demonstrated experience or strong conceptual understanding of managing hybrid (AI + human) workforces and/or highly complex, multi-skill, multi-channel operations.
• A truly transformative mindset: You are not afraid to challenge the status quo, think outside the box, and pioneer entirely new approaches to complex problems.
• Exceptional analytical and quantitative skills, with the ability to derive insights from complex data sets and translate them into actionable strategies.
• Strong technical aptitude and experience working with WFM software, data visualization tools, juggling multiple CRMs (e.g., Zendesk, Gorgias, Hubspot, Salesforce), and an eagerness to embrace and drive new technology solutions.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels and build strong collaborative relationships.
• Experience in a company undergoing a transformation is a significant plus.
• Bachelor’s degree in Business, Operations Management, Data Science, or a related field is a plus.

What You’ll Get In Return:

• Flexible working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].