As Head of Customer Operations Performance & Insights, you will own and evolve the global workforce planning capability for a digital-first Customer Operations, leading a distributed team covering Forecasting, Capacity Planning and Real-Time Performance. This role is central to ensuring that messaging, digital conversations and automation-enabled service models are fully embedded into how Customer Operations plans, scales and performs.

This role requires deep experience operating within a LivePerson-driven environment, using its messaging, analytics and real-time tooling to optimise demand, capacity and customer experience across digital channels.

You will be accountable for translating customer demand signals into scalable workforce strategies that balance customer experience, speed, cost efficiency and agent wellbeing across all regions and markets.

Key Responsibilities

• Provide strategic leadership to global Resource Planning, Forecasting, Real-Time Performance teams supporting digital and messaging-led service models

• Define and continuously evolve a digital-first Resource Planning strategy aligned to company and Customer Operations objectives

• Own end-to-end workforce planning across messaging, live chat, voice and hybrid contact channels

• Act as the global LivePerson workforce planning authority, ensuring best-practice use of its forecasting, concurrency, scheduling and real-time performance capabilities

• Deliver short-, mid- and long-term capacity plans that support growth, automation, channel shift and conversational volume changes

• Build and maintain dynamic headcount models that reflect digital demand patterns, agent concurrency and skill-based routing

• Partner with senior leadership to manage and govern the Customer Operations headcount investment model, ensuring spend is aligned to digital growth

• Adapt traditional workforce planning methodologies to LivePerson's messaging environment, including concurrency ratios, backlog management and response-time SLAs

• Own forecasting accuracy and scheduling effectiveness to meet digital service level targets, response times and customer experience KPIs

• Lead the development of insight-led MI, providing visibility into digital demand drivers, capacity risk and performance trends

• Assess and manage the operational impact of product launches, marketing campaigns and bot-to-human deflection changes on contact demand

• Build and maintain attrition, shrinkage and productivity models across all markets and digital channels

• Drive continuous optimisation through enhanced use of data, automation insights and performance analytics

• Identify, evaluate and implement workforce planning technology enhancements that support scalable, messaging-led service delivery

• Lead, coach and develop the team, embedding digital workforce planning capability and modern forecasting practices

• Oversee operational performance insight, reporting and KPI governance

Skills & Experience

• Senior-level experience leading Resource Planning or Workforce Management in a digital-first or messaging-led Customer Service organisation

• Proven track record delivering forecasting accuracy and capacity optimisation in high-volume, service environments

• Experience in workforce planning, including forecasting, concurrency modelling, scheduling, and real-time management using appropriate WFM platforms

• Strong hands-on and strategic experience using LivePerson for digital customer messaging, including configuration, optimisation of communication flows, bot/human handover design, and performance monitoring

• Deep understanding of workforce planning principles across messaging, live chat and voice channels

• Experience leading large-scale change or transformation initiatives within Customer Service or Operations

• Advanced analytical skills with strong Excel, Power BI capability and confidence working with large, complex data sets

• Ability to build and interpret digital-specific headcount, attrition, shrinkage and productivity models

• Strong stakeholder management skills with the ability to influence at executive level

• Clear communicator able to translate complex digital performance data into actionable insights

• Highly organised, proactive and comfortable operating in a fast-moving, evolving environment

• Innovative mindset with a focus on automation-enabled efficiency and continuous improvement

• Experience managing and developing high-performing, globally distributed teams