Senior Manager, Resource Orchestration (WFM)

The company is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. The Resource Orchestration Center (ROC) is the proactive, AI-powered command center supporting our global travel operation. The team partners across Operations, Product, and technology to anticipate demand, balance capacity, and help deliver a best-in-class experience for travelers and agents.

As Senior Manager, Resource Orchestration (WFM), you will lead the workforce management practices that keep a complex, global, multi-channel contact center staffed and responsive. This is a hands-on WFM leadership role for a generalist who understands how the full system fits together—from demand signals and forecasting through schedules, intraday decisions, contact routing, and customer outcomes.

You will lead and develop WFM professionals while partnering with Operations, Analytics, Product, and Technology. You will use data and operational context to anticipate what is changing, explain the impact, and turn it into practical action. The strongest candidate is naturally curious, keeps learning, asks what is driving contact-center performance, and enjoys finding solutions when the answer is not obvious.

What You’ll Do

End-to-End Workforce Management

• Own and continuously improve the WFM operating rhythm across demand forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management.

• Build short- and long-range forecasts across voice and digital channels; explain assumptions, risks, and forecast variance, and translate demand into productive staffing and hiring needs.

• Create schedules and staffing strategies that balance service goals, productivity, cost, employee experience, skills, time zones, and business priorities.

• Partner with the intraday management team to understand real-time trends in volumes, handle times, staffing, adherence, service levels, and backlog; use those insights to inform workforce plans and escalate issues that may require crisis response.

Routing, CCaaS & Contact-Center Technology

• Bring a strong working understanding of contact routing and CCaaS platforms, including how queue design, skills, priorities, routing rules, channel mix, and self-service affect workload, service, and staffing.

• Partner with platform administrators, Operations, and Product/Engineering to evaluate routing or configuration changes, translate operational needs into requirements, support testing and launch readiness, and measure results.

• Connect routing and WFM decisions: identify when demand, skill coverage, queue performance, or agent availability points to a routing, process, or staffing issue.

• Help shape the WFM and contact-center technology roadmap, improving how data, forecasting, automation, and real-time signals support decisions. Experience with Genesys Cloud is useful; comparable CCaaS and WFM platforms are welcome.

Crisis Readiness & Response

• Lead and develop the crisis management team responsible for coordinating WFM response to travel disruptions, major weather events, outages, demand spikes, and other incidents that can rapidly change contact patterns or staffing availability.

• Set the crisis management team’s operating model, responsibilities, coverage, escalation paths, and communication routines; maintain practical response playbooks and scenario plans with Operations and cross-functional partners.

• During an event, lead the crisis management team in building a clear operating picture: assess demand and capacity, surface risks early, coordinate response options and cross-functional actions, and adjust the response as conditions change.

• Lead post-event reviews with the crisis management team and partners to identify what worked, what did not, and which forecasting, routing, staffing, or process improvements should follow.

Project Leadership & Continuous Improvement

• Lead cross-functional projects from problem definition through requirements, milestones, risks, stakeholder alignment, implementation, and outcome measurement.

• Turn complex or ambiguous operational problems into clear analysis, testable options, and executable plans; document decisions and follow through on commitments.

• Identify recurring friction and root causes across the contact center, then prioritize improvements that strengthen customer experience, agent experience, service, and efficiency

• Build strong partnerships with Operations, Finance, People, Analytics, Product, and Technology; communicate WFM implications clearly to frontline leaders and executives.

Team Leadership & Learning Mindset

• Coach, develop, and retain a high-performing team; build depth across forecasting, capacity planning, scheduling, and crisis management.

• Foster curiosity and continuous learning. Encourage the team to investigate new signals, ask thoughtful questions, share what they learn, and adapt practices as the business and contact-center landscape change.

• Stay informed about changes affecting demand and performance—including product launches, traveler behavior, channel shifts, policies, processes, routing, and external disruptions—and connect those changes to workforce implications.

What We’re Looking For

• 7+ years of progressive workforce management experience in a high-volume contact center, with meaningful experience across forecasting, capacity planning, scheduling, intraday operations, real-time performance, and workforce analytics.

• 3+ years leading, coaching, or developing WFM teams or other operational planning professionals.

• Demonstrated ability to build forecasts and staffing plans, interpret performance data, identify risks, and recommend actions that improve service and operational outcomes.

• Strong understanding of contact routing and CCaaS concepts, such as queues, skills, routing strategies, and digital channels; experience partnering on platform configuration or launches.

• Experience leading cross-functional projects and delivering operational or technology changes from planning through adoption and measurement.

• Sound judgment and composure in fast-moving situations, with experience supporting incident response, demand spikes, or service recovery.

• Clear written, verbal, and presentation skills, including the ability to explain complex workforce topics to varied audiences.

• Proficiency with WFM and contact-center systems, spreadsheets, and reporting or analytics tools. Experience with Genesys Cloud, NICE, Verint, Calabrio, or comparable platforms is a plus.

• Bachelor’s degree or equivalent practical experience. Relevant certifications in workforce planning, project management, or continuous improvement are welcome but not required.

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