Associate Director, Customer Care Workforce Management Real-Time Management and Enablement

Location: United States; available in multiple locations

Base salary: $137,500–$221,500 per year

Company

hirify.global operates an e-commerce customer care organization supporting multiple businesses, lines of business, and customer-facing channels.

What you will do

• Lead Real-Time Management for a dynamic 24/7, multi-channel Customer Care operation.
• Translate demand, staffing, forecast, and operational signals into intraday actions balancing service level, speed of answer, occupancy, adherence, productivity, cost, and Team Member experience.
• Establish operating standards, decision rights, escalation paths, performance expectations, and contingency playbooks.
• Lead workforce enablement and profile management, including agent skills, routing configuration, workforce records, audits, and change governance.
• Modernize manual and spreadsheet-based processes through centralized data, automation, reporting, and decision-support capabilities.
• Build and develop a high-performing team while partnering with Operations, Forecasting, Scheduling, Technology, Routing, Data and Business Intelligence, HR, and Finance.

Requirements

• Bachelor’s degree in mathematics, statistics, operations research, industrial engineering, computer science, economics, or a related field; a master’s degree or MBA is preferred.
• At least 8 years of experience in Workforce Management, Real-Time Management, Command Center operations, or large-scale multi-channel contact center operations.
• At least 4 years of experience leading people leaders and distributed operational teams.
• Experience managing 24/7 operations across voice, chat, email, and other digital channels, including multiple sites, lines of business, and staffing models.
• Strong knowledge of service level, ASA, occupancy, adherence, productivity, staffing, routing, capacity management, and labor-cost tradeoffs.
• Experience with AI-enabled decision support, SQL, Excel, business intelligence tools, automation, reporting modernization, and enterprise WFM or contact-center platforms such as NICE, Genesys, Verint, Alvaria, or UKG.

Nice to have

• Experience in retail, e-commerce, healthcare, or a similarly complex customer-service environment.
• Experience leading Lean, Six Sigma, Kaizen, or comparable continuous-improvement initiatives.
• Master’s degree or MBA.

Culture & Benefits

• Medical, prescription, vision, dental, life, disability, hospital indemnity, critical illness, and accident insurance options.
• Parental leave, family services, backup dependent care, flexible spending accounts, telemedicine, and an employee assistance program.
• Unlimited PTO for exempt salary Team Members, subject to manager approval, plus six paid holidays.
• 401(k), potential new-hire and annual equity grants, and possible annual bonus eligibility for C08+ positions.
• Pet adoption reimbursement and discounts on pet insurance and hirify.global.com.