Sr. Manager, Workforce Management & Quality

<div class="content-intro">About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.Why Join Us<ul><li>Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.</li><li>Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., there’s no better time to join our dynamic, growth-stage organization.</li><li>Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX.</li><li>Funding and Stability: Our $60 million Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability.</li></ul></div><h3>About the Role</h3>Title: Sr. Manager, Workforce Management & QualityReports to: Vice President, Service OperationsLocation: Remote, USThe Senior Manager, Workforce Management & Quality will own the operating system behind CharterUP’s service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who oversee frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.You will build forecasting rigor, enforce utilization standards, elevate quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.<h3>What You’ll Do</h3><h3>Workforce Planning & Forecasting</h3><ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Develop capacity models tied to SLAs, volume projections, and cost targets</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Establish utilization benchmarks and manage adherence</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner with Finance and Operations on proactive headcount planning</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Identify capacity risks early and implement mitigation strategies</li></ul><h3>Team Lead Management & Floor Performance</h3><ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Directly manage Service Team Leads</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Standardize expectations for queue management, call monitoring, QA scoring, and coaching</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Implement consistent productivity and performance benchmarks across teams</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ensure floor discipline and real-time operational control</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Drive accountability and measurable improvement across shifts</li></ul><h3>Quality Assurance & Coaching Excellence</h3><ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Own and evolve the QA rubric and scoring methodology</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Implement calibration processes to ensure scoring consistency</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Connect QA insights to training, workflow changes, and process improvements</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Tie quality performance directly to resolution time, escalation rate, and customer outcomes</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Identify systemic issues and drive root-cause correction</li></ul><h3>Systems & Automation Optimization</h3><ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Evaluate and optimize Zendesk, Sprinklr, and related CX tools</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Improve routing logic, escalation paths, and workflow efficiency</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Reduce manual work through automation and smarter configuration</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Build dashboards and reporting that provide real-time operational visibility</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner cross-functionally when system changes are required</li></ul><h3>Metrics & Executive Reporting</h3><ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Deliver clear, data-driven reporting to senior leadership</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Establish performance baselines and continuously raise standards</li></ul><h3>What You’ll Bring</h3><ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Proven ownership of forecasting, capacity planning, and QA functions at scale</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience managing frontline leaders in high-volume environments</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong analytical skills with demonstrated success building operational dashboards and reporting</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Deep familiarity with Zendesk and Twilio Flex preferred</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Track record of driving measurable performance improvement through process and systems optimization</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Comfort operating in a high-growth, high-accountability environment</li></ul>Recruiting ProcessStep 1 - Video call: Talent Acquisition interviewStep 2 - Video call: Hiring Manager interviewStep 3 - Video call: Team InterviewStep 4- Video call: Final InterviewStep 5 - Offer & background checkWelcome aboard! <div class="content-pay-transparency"><div class="pay-input"><div class="title">Salary</div><div class="pay-range">$100,000—$110,000 USD</div></div></div><div class="content-conclusion"><h4>Global Benefits & Perks at CharterUP</h4>We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.<ul><li>Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.</li><li>Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.</li><li>Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.</li><li>Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.</li><li>Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.</li><li>Referral Rewards: Earn bonuses for bringing top talent to the team.</li><li>Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.</li><li>Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.</li></ul>CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the United States and Canada. If you require accommodation during the recruitment process, please let us know. CharterUP is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter.Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.We hire in the U.S. and Canada and are actively expanding our global footprint.</div>

Sr. Manager, Workforce Management & Quality

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