Senior Workforce Manager – Customer Success & Workforce Planning – 100% Remote, Aurora, IL – Join brighthush

About brighthush

brighthush is a global leader in hearing health and audio technology, dedicated to improving the lives of millions of people worldwide. With a portfolio that spans hearing aids, cochlear implants, and cutting‑edge digital solutions, we combine scientific innovation with compassionate care. Our mission is simple: to bring clarity and confidence to every conversation. At brighthush, we believe that technology should empower people, not replace them. That philosophy drives everything we do—from product development to customer support, from research to community outreach.

Why This Role Matters

Customer Success is the heartbeat of brighthush. Our customers rely on us for seamless service, timely support, and expert guidance. As the Workforce Manager for Customer Success, you will be the strategic architect behind the scenes, ensuring that our teams are always ready to deliver exceptional experiences. Your work will directly influence customer satisfaction scores, operational efficiency, and the overall health of our organization.

Key Responsibilities

• Forecasting & Capacity Planning: Own short‑, medium‑ and long‑term contact‑volume forecasts. Translate these forecasts into precise staffing and capacity requirements that align with business goals.
• Scheduling Excellence: Build and maintain employee schedules in Calabrio Workforce Management. Balance forecasted demand, service expectations, employee availability, PTO, training, coaching, meetings, and other offline activities.
• Rolling Workforce Plan: Maintain a dynamic workforce plan that identifies anticipated staffing gaps, excess capacity, and future hiring needs.
• Real‑Time Management: Lead intraday workforce management by monitoring contact volume, staffing, service levels, and schedule adherence. Recommend adjustments when performance deviates from established thresholds.
• Performance Analysis: Track and analyze forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage, and workforce utilization.
• Dashboard & Reporting: Develop workforce dashboards and recurring reports that provide Customer Success leaders with actionable insights into workforce performance.
• Root‑Cause & Variance Analysis: Conduct variance and root‑cause analyses, recommending actions to improve staffing efficiency, customer accessibility, and workforce utilization.
• Subject‑Matter Expertise: Serve as the functional owner and subject‑matter expert for Calabrio Workforce Management, covering forecasting, scheduling, adherence, reporting, configuration, and ongoing optimization.
• Cross‑Functional Collaboration: Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing, and Operations to incorporate business events, product launches, staffing plans, and other demand drivers into workforce planning.
• Data Quality & Integration: Monitor workforce data quality and work with IT and other partners to resolve discrepancies across Calabrio, contact‑center systems, HR, and time‑keeping platforms.
• Strategic Recommendations: Provide data‑driven recommendations to leadership regarding staffing, hiring, scheduling, operating hours, productivity, and resource allocation.
• Process Governance: Establish and maintain workforce‑management processes, documentation, operating standards, and reporting cadences.

What We’re Looking For

Essential Qualifications

• Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, or a related field (or equivalent experience).
• Five or more years of progressive workforce‑management experience within a contact center, customer service, or customer support environment.
• Hands‑on experience with forecasting, capacity planning, scheduling, and real‑time workforce management.
• Proficiency with Calabrio Workforce Management (advanced user, administrator, configuration, or implementation experience strongly preferred).
• Deep knowledge of contact‑center workforce metrics: forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage, and utilization.
• Strong analytical skills with the ability to interpret workforce data, identify trends, root causes, and translate findings into actionable business recommendations.
• Excellent written and verbal communication skills, capable of conveying complex workforce information clearly to operational managers and senior leaders.
• Proven ability to lead cross‑functional initiatives and resolve escalated issues without direct authority.
• Advanced Excel skills; experience with Power BI, Tableau, SQL, or similar reporting and analytics tools is a plus.
• Experience with Webex Contact Center or another enterprise CCaaS platform is preferred.
• Ability to travel less than 10% of the time.

Preferred Qualifications

• Experience in a high‑growth technology or healthcare environment.
• Knowledge of hearing health or audio technology markets.
• Certifications in workforce management or analytics (e.g., Calabrio Certified Professional).
• Experience managing remote or distributed teams.

Skills & Competencies for Success

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making – Comfortable turning raw data into clear, actionable insights.
• Process Optimization – Passion for continuous improvement and operational excellence.
• Stakeholder Management – Skilled at building relationships across departments and influencing without authority.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Communication – Articulate complex concepts to both technical and non‑technical audiences.
• Project Management – Lead initiatives from concept through execution with measurable outcomes.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. As a Workforce Manager, you will:

• Progress into senior leadership roles such as Director of Workforce Management or VP of Customer Success Operations.
• Lead cross‑functional projects that shape the future of our customer experience strategy.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision making.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Benefit from a mentorship program that pairs you with seasoned leaders across the organization.

Work Environment & Culture at brighthush

We believe that a thriving workplace starts with a culture that values diversity, inclusion, and personal well‑being. Here’s what you can expect:

• Fully remote, 100% flexible work model that respects your life outside of work.
• Collaborative, cross‑functional teams that celebrate wins together.
• Transparent communication from leadership, with regular town‑halls and Q&A sessions.
• A commitment to mental health, with a 24/7 counseling hotline and paid counseling sessions.
• Employee recognition programs that highlight outstanding contributions.
• Active employee resource groups and a dedicated Diversity & Inclusion council.
• Regular virtual social events, hackathons, and wellness challenges.

Compensation, Perks & Benefits

While the exact salary range for this role is $97,584 – $121,980 annually, we also offer a comprehensive benefits package designed to support you and your family:

• Medical, dental, and vision coverage.
• Health Savings Account (HSA), Health Reimbursement Arrangement (HRA), and Flexible Spending Accounts.
• TeleHealth options for convenient virtual care.
• 401(k) plan with company match.
• Company‑paid life and AD&D insurance, with supplemental options available.
• Short‑ and long‑term disability coverage, with buy‑up options.
• Accident and hospital indemnity coverage.
• Legal and identity‑theft assistance.
• Paid time off, including floating diversity days, paid holidays, and parental bonding leave.
• Tuition reimbursement for continued education.
• Discounts on hearing aids for employees and families.
• Internal career‑growth opportunities and a robust internal social‑recognition platform.

How to Apply

We’re excited to hear from candidates who are ready to make a tangible impact on customer success. Submit your application through our online portal. Please note that only direct applications will be considered. If you receive an offer without speaking to a human, contact us at [email protected].

Join brighthush – Where Innovation Meets Compassion

As a Workforce Manager at brighthush, you will be at the nexus of data, strategy, and human connection. You’ll help shape the future of customer experience, ensuring that every call, chat, and support interaction is handled with precision and care. If you thrive on turning complex data into clear, actionable plans, and you’re eager to grow within a company that values your voice, we want to hear from you.

Apply today and become part of a team that’s redefining how the world hears.