• Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions
• Lead enterprise forecasting, capacity planning, and workforce optimization
• Build and continuously evolve a best-in-class workforce management capability balancing client experience, employee experience, productivity, and cost efficiency
• Leverage AI, automation, predictive analytics, and workforce intelligence solutions
• Partner with Service, Operations, Product, Technology, Finance, and Business leaders
• Establish governance, performance metrics, and operating routines
• Evaluate and optimize digital service channels, self-service capabilities, AI-assisted support, and automation impacts on workforce demand
• Influence organizational readiness for major business events, product launches, regulatory changes, and seasonal demand fluctuations
• Build, lead, and develop a high-performing workforce planning, workforce management, and analytics team
• Advise executive leadership on workforce trends, capacity risks, productivity opportunities, and future service and operations delivery

SVP jobs in Arizona

SVP, Workforce Management – Capacity Forecasting