Director of Workforce Management, Aura
$112-160k
+ Performance Bonus
Digital security company
Job no longer available
Digital security company
501-1000 employees
Job no longer available
$112-160k
+ Performance Bonus
501-1000 employees
Company mission
To create a safer internet by making comprehensive digital security simple to understand and easy to use.
Role
Who you are
- 7+ years of experience in workforce management within a contact center environment, with at least 4 years in a leadership role
- Expertise in WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar)
- Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management
- Proven ability to collaborate with operations leaders to drive innovation, process optimization, and improved customer experience
- Excellent leadership, coaching, and team development abilities
- Ability to work in a fast-paced, dynamic environment and drive continuous improvement
- Experience with automation and AI-driven workforce optimization is a plus
What the job involves
- We are a fast-paced, high-growth company looking for an innovative and experienced Director of Workforce Management (WFM)
- Reporting to the Chief Customer Officer, this is an important leadership role responsible for leading the strategic planning, implementation, and execution of all workforce management functions for a 200-person support operation that includes both in-house and outsourced teams
- This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience
- Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels (voice, chat, email, tickets, etc)
- Oversee capacity planning to align staffing needs with business objectives and customer demand, partnering effectively with business leaders and finance to ensure accurate forecasting and budgeting
- Lead a WFM team of 4-5 people covering scheduling, real time management, and WFM systems administration
- Oversee the management of our telephony and workforce management systems, managing vendor relationships and ensuring optimal implementation to align with operational objectives
- Partner closely with other CX leaders to ensure alignment between operations processes and procedures and workforce management objectives
- Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency
- Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies
- Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence
- Present reports and insights to senior leadership, providing recommendations for improving contact center efficiency and customer experience
Our take
Aura provides digital security solutions at both individual and enterprise level. An amalgamation of five businesses (including Intersections Inc, an identity theft solutions provider established in 1996) Aura brings together decades of experience in the security space.
Aura offers a range of plans to help businesses and consumers keep their data safe, with protection from identity theft, online financial theft and protection of technology and devices. It's a competitive space, with rivals including IDShield and IdentityForce. However Aura's combined experience in the field and the constantly increasing online security threats (for instance, catfishing - a scam where the perpetrator adopts a fictional persona to obtain personal information , financial gain or to lure someone into a relationship has doubled in frequency in the last 5 years) means there has proved to be plenty of room for the company to carve out space for itself in the market.
Aura's acquisition of the Pango Group in 2020 has proved to be profitable for the company, giving it access to more digital security verticals and helping to generate 35% year on year growth. It is continuing to scale the business, hiring more talent to make this a possibility.
Steph
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2025
$140m
SERIES G
Jun 2023
$22m
ANGEL
Total funding: $662.7m
Company benefits
- 12 weeks paid parental leave
- Vision and dental insurance
- 401k plan
- Volunteer time off
- Work from home opportunities
- Health insurance
Company HQ
Burlington, MA
Leadership
Hari Ravichandran
(CEO & Founder)Hari founded Endurance International Group in 1997, where they worked as CEO until 2017. Having undertaken an MBA at the Wharton School, they founded Auru in August 2017, and then Jump Ventures in June 2018.
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