Global Workforce Management Lead

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognised with dozens of awards including by the Financial Times, which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit to diverse cultural programs, including “CG Gives” which funds development initiatives in global communities.

We are seeking a data-driven strategist to architect our global "Operational Command Center." This role goes beyond manual scheduling; you will be responsible for turning fragmented data into a unified capacity model that ensures the right resources are deployed at the right time across all insurance verticals.

What will your day look like?

• Own the Forecast: Build and maintain the capacity models that dictate how we hire, from tomorrow’s intraday spikes to 18-month strategic plans, while accounting for new product launches and seasonality.
• Performance Accountability: Deliver daily scorecards that inform Team Managers and partner with Claims Managers to identify productivity gaps and clear backlogs before SLAs slip.
• Bridge the Data Gap: Be the primary stakeholder for Data & Product teams, defining what is needed to build a single source of truth for volume and headcount.
• Strategic Planning & Financial Rigor: Represent Operations in Finance and People discussions, translating volume forecasts into hiring plans and supporting Cost per Claim models to prove operational leverage.
• Build the Talent Pipeline: Collaborate with People to design a seamless onboarding journey and maintain an always-on pipeline of pre-vetted talent aligned with future growth.
• Master Skills-Based Routing: Work with Training to map agent skill sets and ensure onboarding and routing align with Travel, Logistics, or Retail needs.
• Predict Attrition: Develop regional and vertical turnover forecasts to enable proactive hiring and protect service levels.
• Guard the Shrinkage Budget: Own scheduling for training, coaching, and meetings and decide when the team can take development time without compromising operations.

To Help Us Level Up, You’ll Ideally Have:

• 5+ years in WFM or Strategic Operations in high-growth tech; experience scaling a team from spreadsheets to systems.
• Strong understanding of capacity modeling, including seasonality, trend analysis, and attrition forecasting.
• Ability to speak the language of Data Engineers (SQL, BI schemas) to help build the Single Source of Truth.
• Experience managing multi-million dollar headcount budgets and global BPO partnerships.
• Deep experience with WFM platforms (Tymeshift/Zendesk) and the ability to act as the primary Admin/Architect for these tools.
• Exceptional communication skills with the confidence to defend staffing needs to Finance and push back on Claims Leaders when productivity dips.
• Thrives in fail-fast environments and views a Black Swan event as a solvable puzzle, not a crisis.

Why Cover Genius?

• Flexible Work Environment - Hybrid model; work from home on Wednesday and Thursday, and in the office on Monday, Tuesday and Friday with flexible start/finish times.
• Employee Stock Options - ownership for contributing to a world-class company.
• Work with like-minded people passionate about both the work and giving back through CG Gives.
• Diversity and social initiatives that reflect our values.

If you think you have the best composition of the above, send us your resume and let’s chat!

Diversity and inclusion are promoted at Cover Genius. We don’t tolerate discrimination, demeaning treatment, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. We may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.