Full-Time Director of Workforce Management

Why Brightside: For our clients - our mission is clear. To improve the financial health of working families. Brightside is an employee benefit with a brand-new approach to personal finance. We offer unique solutions to help with anything related to finances, emotions and behaviors that can impact our clients. We take a holistic view to provide unbiased and confidential assistance through an unmatched blend of products, technology and true human care. Our goal is to make it easier for our clients to understand their options to obtain long-term financial health and gain peace of mind when it comes to financial matters. For our employees - we believe in inspiring careers, a great life/work balance and meaningful work that truly makes a difference in the lives of working families. Your work will have direct impact on the lives of our clients.

We’re seeking a Director of Workforce Management (WFM) to lead the design and execution of a world-class WFM function for our multi-channel communication center, where client engagement occurs across messaging, email, and phones. You’ll build the WFM strategy from the ground up—developing capacity models, rebuilding our reporting infrastructure, and implementing automation to enable operational excellence.

WFM Strategy & Leadership: Own the end-to-end WFM strategy, including forecasting, capacity planning, real-time management, and scheduling for a primarily digitally-driven support model. Build, lead, and mentor a high-performing WFM function, starting with foundational systems and scaling as the business grows. Establish the operational rhythm and KPIs for long-range and short-term workforce planning. Develop and lead a high-performing team of WFM Analysts and Specialists who support the day-to-day and intraday operations of the business, including PTO tracking, attendance, and capacity loss analysis.

Capacity & Forecasting: Build and maintain scalable, dynamic capacity models that account for channel mix, contact type, handle time, seasonality, SLAs, and productivity goals. Partner with Analytics to generate accurate contact volume forecasts and scenario plans that drive headcount and hiring recommendations. Develop predictive models to support Product and business planning across functions.

Automation, Tooling & Routing Workflows: Identify and implement automation opportunities across WFM operations, including scheduling, real-time adherence, and intraday management. Evaluate and integrate WFM technologies that support a modern and efficient communications center.

Cross-Functional Problem Solving: Act as a strategic partner to Product, Engineering, Client Services, and Finance to align workforce planning with broader business goals and initiatives. Lead gap assessments across people, process, and technology to propose and drive enterprise-level solutions.

Insights, Reporting & Dashboarding: Rebuild the reporting infrastructure from the ground up, including re-envisioning core KPIs and reporting requirements that reflect evolving business priorities. Deliver actionable insights through dashboards and regular reporting to track efficiency, adherence, shrinkage, utilization, and staffing performance. Provide data-driven recommendations to optimize operations, improve the customer experience, and guide leadership decisions.

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