Workforce Management Program Manager, YouTube

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.

• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to manage these changes.

• 5 years of experience building relationships with stakeholders or clients, with experience in industry-standard WFM platforms (e.g., Verint, NICE, Aspect).

• 5 years of experience in a customer or client-facing role.

• 3 years of experience in a contact center environment, including 2 years of experience in a Workforce Management (WFM) role.

• 3 years of experience designing and executing global workforce planning strategies, including the development of resource management systems, processes, and tools.

Preferred qualifications:

• MBA or Master's degree.

• 5 years of operational management experience within a fast-paced enterprise setting.

• Experience managing large-scale, dynamic technical projects involving engaging resources, tight timelines, and shifting priorities.

• Ability to switch seamlessly between high-level strategic planning and tactical execution.

• Strong communication and presentation skills to lead business reviews, align priorities with senior leadership, and influence decision-making.

• Advanced analytical skills with a structured approach to solving complex operational challenges and driving continuous process improvements.