Responsibilities
- Designing and executing a long-term workforce strategy that accounts for AI-driven efficiency gains and the transition to high-value proactive outreach.
- Implementing automated intraday re-balancing strategies to shift resources instantly between channels and functions as demand fluctuates.
- Partnering with technology vendors to enhance automation and precision in our global "follow-the-sun" support model.
- Developing predictive analytics and "what-if" scenario models to de-risk operational changes during product launches or market expansions.
Requirements
- You bring extensive experience leading workforce management or operational strategy within a global, multi-site environment.
- A proven track record of guiding teams through technological transformations is essential, particularly regarding the integration of AI and automated routing.
- Your mastery of intraday management allows you to pivot resources instantly during high-volatility events.
- You possess the ability to influence senior stakeholders by providing data-backed recommendations on headcount and organisational design.
- You are a systems thinker who understands how changes in product design or engagement strategy create ripple effects across the global capacity chain.
Nice to Have
- High emotional intelligence helps you mentor your team, identifying new skills they need to remain empowered in an evolving landscape.
Work Arrangement
Hybrid
Team
Team size: 9. Structure: global
Additional Information
- Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
