The Senior CX Workforce Management Manager will architect and transform Alma's Customer Experience workforce planning capabilities by designing and implementing a comprehensive WFM program that meets current operational needs and positions their CX organization for long-term scalability and excellence.

This position will lead workforce management, capacity planning, and forecasting; support the development and administration of existing and new CS tools to improve customer experience and operational efficiency; and create and own the operational mechanisms to align CS resourcing to support company programs and scale.