Director, Global Workforce Optimization

Location: Based in Atlanta, Georgia, United States; up to 20% travel to offices in New York, Los Angeles, Limerick, and international partner sites. Nights and/or weekends may be required.

Salary: $200,000–$225,000 USD gross annual base pay, plus equity and benefits.

Company

hirify.global operates a global marketplace for buying and selling tickets to live events, serving customers in 195 countries through hirify.global and viagogo.

What you will do

• Lead global workforce forecasting, headcount planning, scheduling, and real-time analysis for in-house and outsourced support operations.
• Develop and negotiate outsourced partner contracts, including pricing structures, SLAs, and performance terms.
• Define productivity metrics and enterprise KPIs covering occupancy, utilization, handle time, capacity, and operational performance.
• Evaluate outsourcing partners and maintain a vendor pipeline based on service capability, geographic coverage, and cost structure.
• Lead location strategy, workforce planning, data modeling, governance frameworks, and intake processes for new sites, service changes, and staffing needs.
• Collaborate with HR, finance, and operations leadership to support data-driven labor decisions and organizational change.

Requirements

• 10+ years of operations leadership experience preferred, with customer service experience considered a bonus.
• Experience leading large-scale global operations, including organizations handling approximately 300,000 contacts per month.
• Advanced analytical, verbal, and written communication skills.
• Demonstrated strategic leadership, organizational design, change management, performance management, and team-building capabilities.
• Proficiency with internet applications, office applications, and internal business tools.
• Ability to lead, coach, motivate, and empower teams while making data-driven decisions in a fast-paced environment.

Culture & Benefits

• Growth-oriented environment focused on accelerating skills and knowledge development.
• Comprehensive benefits including 401(k), health, vision, and dental insurance.
• Paid time off and paid parental leave.
• Equity and a competitive total compensation package.
• Team-building events supporting collaboration and inclusion.