The Company is seeking a Managing Director for Business Management in Customer Service and Support. The successful candidate will be responsible for leading the enterprise workforce management strategy, including forecasting, capacity planning, and contact center analytics. This role demands a leader with extensive experience in workforce management, capacity planning, and contact center operations within a large, complex service organization. The Managing Director will be tasked with driving service performance, operational efficiency, and resource optimization through disciplined planning, process improvement, and the strategic use of automation. Key outcomes for the role include building a proactive, data-driven workforce management organization, developing a multi-year roadmap for workforce capabilities, and leading large-scale operating and high-volume hiring strategies. The ideal candidate will have a proven track record of modernizing processes and capabilities, using analytics to improve client and business outcomes, and will possess exceptional strategic thinking, business judgment, and organizational leadership skills. Executive-level communication and the ability to influence and align senior stakeholders are also essential. The role requires a leader who can monitor industry practices, competitor activity, and market dynamics to make informed operating decisions and who is adept at leading quarterly business reviews to enhance service levels, productivity, and client outcomes.

Hiring Company

Charles Schwab