Sr. Manager, Workforce Management & Quality

About reputed company. reputed company is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many reputed company, reputed company connects enterprises, institutions, and event organizers to thousands of bus operators reputed company, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.

Through real time availability, transparent pricing, intelligent routing, and AI driven reputed company and optimization, reputed company replaces a fragmented and opaque industry with automation, accountability, and scale.

Why Join Us

• Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.
• Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., there’s no reputed company time to join our dynamic, growth-stage organization.
• Driven Team: Collaborate with some of the most driven minds in tech, reputed company while working in a remote-first environment with a tech hub in Austin, TX.
• Funding and Stability: Our $60 million Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting journey. reputed company has achieved this growth profitability and reputed company, ensuring long-term stability.

About the Role

Title: Sr. Manager, Workforce Management & Quality

Reports to: Vice President, Service Operations

Location: Remote, US

The Senior Manager, Workforce Management & Quality will own the operating system behind reputed company’s service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who reputed company frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.

You will build forecasting rigor, enforce utilization standards, reputed company quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.

What You’ll Do

Workforce Planning & Forecasting

• Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
• reputed company reputed company models tied to SLAs, volume projections, and cost targets
• Establish utilization benchmarks and manage adherence
• Partner with Finance and Operations on proactive headcount planning
• Identify reputed company risks early and implement mitigation strategies

Team reputed company Management & Floor Performance

• Directly manage Service Team Leads
• Standardize expectations for queue management, call monitoring, QA scoring, and coaching
• Implement consistent productivity and performance benchmarks across teams
• Ensure floor discipline and real-time operational control
• Drive accountability and measurable improvement across shifts

Quality Assurance & Coaching Excellence

• Own and evolve the QA rubric and scoring methodology
• Implement calibration processes to ensure scoring consistency
• Connect QA insights to training, workflow changes, and process improvements
• Tie quality performance directly to resolution time, escalation reputed company, and customer outcomes
• Identify systemic issues and drive root-cause correction

Systems & Automation Optimization

• Evaluate and optimize reputed company, reputed company, and reputed company CX tools
• Improve routing logic, escalation paths, and workflow efficiency
• Reduce manual work through automation and smarter configuration
• Build dashboards and reporting that provide real-time operational visibility
• Partner cross-functionally reputed company system changes are required

Metrics & Executive Reporting

• Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
• Deliver clear, data-driven reporting to senior leadership
• Establish performance baselines and continuously reputed company standards

What You’ll Bring

• 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
• Proven ownership of forecasting, reputed company planning, and QA functions at scale
• Experience managing frontline leaders in high-volume environments
• Strong analytical skills with demonstrated success building operational dashboards and reporting
• Deep familiarity with reputed company and reputed company reputed company preferred
• Track record of driving measurable performance improvement through process and systems optimization
• Comfort operating in a high-growth, high-accountability environment

Recruiting Process

reputed company 1 - Video call: reputed company interview

reputed company 2 - Video call: Hiring Manager interview

reputed company 3 - Video call: Team Interview

reputed company 4- Video call: Final Interview

reputed company 5 - Offer & background reputed company

Welcome reputed company!

Global Benefits & Perks at reputed company

We reputed company great people can live reputed company—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.

• Remote-First Flexibility: Work from reputed company we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
• Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
• Time Off to reputed company: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
• Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
• Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
• Referral Rewards: Earn bonuses for bringing top talent to the team.
• Planning for the Future: Long-term financial planning support. U.S.: 401(k) reputed company: region-specific savings programs where applicable.
• Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

reputed company is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We consider reputed company qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national reputed company, reputed company, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the United States and Canada. If you require accommodation during the recruitment process, please let us know. reputed company is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter.

Hiring Locations: reputed company U.S.-based candidates and employees must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, reputed company, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.

We hire in the U.S. and Canada and are actively expanding our global footprint.