Head Of Strategy & Tool Administration: Workforce Planning Program Management

About the Role:

We are seeking a dynamic and experienced Head of Program Management and Tool Administration to lead the strategic and operational aspects of our CX Planning & Insights programs. This pivotal role will be responsible for fostering agile and scrum practices within the team, ensuring efficient and effective delivery of key initiatives. Additionally, you will own the administration and optimization of critical tools, including NICE Workforce Management (WFM), performance management platforms, and routing configurations, ensuring they are aligned with our business needs and empower our CX teams.

About the Team:

This is a unique opportunity to blend your expertise in agile methodologies and program management with your technical acumen in administering and optimizing essential CX technology. You will be a key leader in driving operational excellence and enabling our CX Planning & Insights team to deliver impactful results.

Here's what you'll do day-to-day:

Planning and Strategy Leadership:

• Lead and mentor a team of planning and strategy leads, routing analysts, and tool administrators, fostering a collaborative and high-performing environment.
• Establish and champion consistent program management methodologies, standards, and best practices across the CX Planning & Insights group, with a strong emphasis on agile and scrum frameworks.
• Oversee the planning, execution, and delivery of complex, cross-functional programs and projects, ensuring they are on time, within budget, and meet strategic objectives.
• Facilitate agile ceremonies (e.g., sprint planning, daily stand-ups, sprint reviews, retrospectives) and coach teams on agile principles and practices.
• Identify and mitigate program risks and issues, proactively developing and implementing solutions.
• Develop and maintain program documentation, including project plans, timelines, communication plans, and status reports.
• Communicate program progress, risks, and dependencies effectively to stakeholders at all levels.
• Drive continuous improvement in program management processes and agile practices within the organization.

NICE WFM Administration & Optimization:

• Lead the team responsible for the primary administration for the NICE WFM platform, responsible for its configuration, maintenance, and optimization.
• Collaborate with stakeholders to understand workforce planning needs and translate them into effective NICE WFM configurations.
• Help WFM Administrator troubleshoot NICE WFM issues, working with internal IT and external vendors as needed.
• Stay up-to-date on NICE WFM features and best practices, proactively identifying opportunities for improvement and efficiency gains.

Performance Management & Routing Configuration:

• Lead the administration and optimization of performance management tools used within the CX organization.
• Collaborate with CX leadership to understand performance management requirements and configure tools to support these needs.
• Manage and optimize routing configurations across various CX channels (e.g., phone, email, chat) to ensure efficient and effective customer interactions.
• Work closely with contact center technology teams to implement and maintain routing strategies.
• Analyze routing performance data to identify areas for improvement and implement necessary adjustments.
• Ensure performance management and routing configurations are aligned with business objectives and service level agreements (SLAs).

Here's what we're looking for:

• 10+ years of leadership experience, including leading leaders, with 12+ years in program management, strategy, or planning-strong focus on agile/scrum
• Deep expertise in Workforce Management (WFM) strategy and execution across complex contact centers; NICE IEX experience preferred
• Proven success mentoring program management teams and applying agile frameworks (Scrum, Kanban, Lean); CSM (Certified Scum Master) or equivalent certification
• Strong skills in workforce optimization: capacity planning, headcount modeling, and vendor collaboration for scalability
• Experienced in WFM platform administration and development, with strong technical aptitude and adaptability to new tools
• Analytical mindset with expertise in data reporting, performance trend analysis, and translating insights into action

Our cash compensation amount for this role is $163,200/yearly to $204,000/yearly in Denver & most major metro locations, and $191,200/yearly to $239,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.