Manager

• Own SLA outcomes end-to-end, ensuring performance is stable, predictable, and balanced with efficiency.
• Roll up your sleeves to troubleshoot staffing gaps, occupancy balance, shrinkage, and other levers that directly impact SLA performance.
• Drive accountability through capacity and supply planning, providing the network with clear signals on what can be achieved.
• Anticipate risks before they hit, spotting where deviations could occur and putting proactive measures in place.
• Translate business priorities into workforce action, guiding cross-functional partners through the options and trade-offs available.
• Lead strategic initiatives that impact all lines of business, from holiday readiness to plan audits and supply optimization.
• Be a master of your inputs and data, ensuring the information behind your plans and recommendations is accurate and transparent.
• Act as a trusted partner to Audience Experience, Finance, Recruiting, and Vendor Ops to keep supply aligned with demand and outcomes accountable.
• Develop and lead a high-performing team, providing mentorship, career development, and clear accountability while building a culture of excellence.

Senior Manager, Workforce Strategy

Senior Manager, Customer Performance – Accountability

Development Manager

Revenue Manager

Staff Platform Manager – Suspensions, Appeals & Enforcements

Senior Manager, Autonomy Technical Release