Senior Manager, Strategy & Innovation
Core
Build and guide a global team of Capacity Strategists and Process Improvement Leads to optimize the Resource Orchestration Center (ROC), an AI-powered enterprise brain for global travel operations.
Role type
Senior Manager, Strategy & Innovation (Workforce Management)
Builds
Service agent capacity models, internal workflow optimizations, and AI/automation roadmaps for a 1,000-agent global travel operation.
Domain
Travel industry + Workforce Management (WFM) + AI/Analytics
Deliverable
production ML models
Required skills
Strategic project management, Service capacity planning, Workforce architecture, Process optimization (Lean/Six Sigma), AI/automation partnership, Data modeling (FTE/shrinkage), Cross-functional leadership
Preferred skills
PMP certification, Agile/Scrum certification, MBA
Technologies
Genesys Cloud, Snowflake, ThoughtSpot, Power BI
Responsibilities
Direct end-to-end project management for major ROC initiatives; Lead a team of Capacity Strategists to build service agent capacity plans; Design and optimize portfolio management strategy for agent tiers; Lead a team of Process Improvement Leads to optimize internal workflows; Partner with tech teams to integrate AI and automation solutions; Translate workforce capacity data into actionable business intelligence.
Seniority
Senior, hands-on IC with team leadership
