Workforce Optimization Lead (AI)

Location: New York, United States; hybrid

Salary: $117K–$143K per year, plus equity

Company

hirify.global provides data-driven, preventative healthcare through non-invasive technology and direct clinical care.

What you will do

• Build global and regional demand forecasts across phone, email, chat, and messaging channels.
• Create capacity plans and schedules balancing service levels, team wellbeing, and cost across time zones, languages, and sites.
• Plan staffing for new markets and clinic launches, including opening headcount and ramp-up curves.
• Manage real-time operations, queue monitoring, intraday staffing changes, and cross-region coverage.
• Own scheduling processes, workforce metrics, dashboards, reporting, and headcount plans.
• Design scalable WFM standards and playbooks, optimize workforce tools, and explore automation and AI.

Requirements

• 5+ years of experience in workforce management, preferably in a high-growth, multichannel, multisite, or multicountry service operation.
• Experience supporting international expansion or launching new markets.
• Strong forecasting, capacity planning, analytical, Excel/Sheets, and SQL or BI skills.
• Hands-on experience with WFM platforms such as NICE, Verint, Assembled, or Genesys, plus Zendesk or comparable support tooling.
• Excellent communication and stakeholder management skills across cultures and time zones, with a calm and proactive approach to real-time changes.
• Fluent English required; knowledge of additional European languages is a plus.

Nice to have

• Knowledge of labor regulations across multiple countries.
• Experience in healthcare, wellness, or premium consumer service.
• Experience building WFM from an early-stage operation into a global function.
• Experience with process automation or AI-assisted workflows.

Culture & Benefits

• Work in a preventative healthcare environment focused on personalized, actionable insights.
• Collaborate cross-functionally with teams across regions and functions.
• Help shape global workforce operations during an aggressive scaling phase.
• Equity offered as part of compensation.