About The Role
Strategic Function: The Senior WFM Program Manager is the Single Point of Accountability responsible for driving data governance, metric standardization, and the execution of high-priority projects that enable global Workforce Management (WFM). The role manages a team that acts as this critical bridge, ensuring priorities and resources are aligned with WFM needs and providing essential business context and guidance to the technical teams.
Mission: To directly enable WFM operational efficiency and alignment by driving technical standardization and scaling data globally.
Impact: Focuses on building high-value requirements/standards and coordinating solutions with technical teams for data products that fit global WFM needs, directly accelerating strategic decision-making by solving complex data issues and guaranteeing consistent metric interpretation across the entire organization.
What The Candidate Will Do
- Own A&I Engagement: Act as the singular voice for WFM requirements to the A&I team, consolidating demands, owning prioritization, and ensuring engineering focus aligns with core business goals.
- Standardize Global Data: Drive global change management and alignment to establish and enforce LT-approved definitions for all WFM/GSO metrics and processes (e.g., Define and maintain the SSOT for all WFM foundational data).
- Accelerate Data Issue Resolution: Oversee the data issue management workflow, working directly with A&I and operations to solve data issues maintaining Global standards and accelerating the time to resolution for critical data bugs.
- Project Execution: Lead projects to globalize and at times migrate WFM report sources, partnering with the A&I team to ensure technical solutions meet global scalability requirements and with the WFM team to guarantee proper change management.
- Build Partnerships: Cultivate strong partnerships with CRM owners, Regional WFM leadership, Field Analytics, and SOPA to ensure unified data strategies.
Basic Qualifications:
- Leadership & Influence: Exceptional problem-solving skills, analytical ability, stakeholder management, and strong written/verbal communication skills.
- Process Standardization: Proven ability to manage complex, cross-functional projects with technical and business teams.
- Global Scale Experience: Experience in leading standardization and/or change management within the business, specifically ensuring global scalability.
Preferred Qualifications:
- Advanced WFM Knowledge: Experience in a WFM environment, demonstrating deep functional knowledge of WFM concepts and the direct impact of WFM metrics on operational performance.
- Technical Partnership: Direct experience working with data engineering or analytics teams (A&I) on large-scale projects, including leading change management or managing the migration/deprecation of operational data systems.
- Leadership: Prior experience in formal or informal team management, coaching, or leading a function.
- Analytical Knowledge: Conceptual understanding of data structuring and SQL, necessary to validate technical requirements and translate technical insights for WFM leaders when needed.
