Leads a global workforce management organization supporting customer operations across regions, channels, and delivery sites. Oversees capacity planning, real-time management, resource optimization, workforce technology, and operational transformation. Partners with operations, outsourcing providers, finance, technology, product, and senior stakeholders to improve productivity, service levels, quality, utilization, and resilience. Develops leaders, strengthens organizational depth, drives adoption of new processes and technologies, and advises executives through complex business changes.