Global Resource Planning Manager

Location: Altrincham

Hybrid Working: 3 days per week in the office (Wednesdays anchor day)

Travel: Occasional UK and international travel

Join Dragonpass at a Defining Growth Moment. Dragonpass is one of the world's leading travel and lifestyle platforms, connecting over 40 million members across more than 130 countries with premium travel and lifestyle experiences. As we continue to grow globally, we are looking for a Global Resource Planning Manager to build and lead our Customer Service workforce planning capability. This is a unique opportunity to shape how a global, multi-channel customer operation plans, scales and delivers service across multiple clients, languages, channels and locations.

Reporting to the VP of Customer Service, you'll play a critical role in ensuring we have the right resources, in the right place, at the right time, while balancing customer experience, operational performance and commercial outcomes. This role is ideal for an experienced workforce planning professional who enjoys combining data-driven decision-making with strategic influence and hands-on execution.

The Opportunity

As Global Resource Planning Manager, you will own forecasting, capacity planning and workforce strategy across Dragonpass's global Customer Service operation, including both internal teams and outsourced partners. You'll work closely with Customer Service, Finance, Commercial, Product, Technology and HR teams to provide accurate demand forecasts, optimise resource utilisation, support business growth and ensure service commitments are achieved. You'll also play a key role in evaluating the workforce impact of new clients, product launches, operational changes, automation and AI initiatives.

What You'll Be Doing

• Develop and manage workforce planning and forecasting processes across a global customer service operation
• Create short, medium and long-term demand and capacity plans across multiple channels, clients, languages and locations
• Translate forecasts into hiring, training and resource recommendations
• Monitor capacity, productivity and service performance to identify risks and improvement opportunities
• Build scenario models to support business growth, operational change and strategic decision-making
• Review and challenge workforce models, forecasts and staffing plans provided by outsourced partners
• Support commercial planning through workforce cost analysis and resource modelling
• Assess the operational impact of new clients, products, markets and service delivery models
• Help shape workforce strategies relating to automation, AI and self-service solutions
• Produce reporting and insights for senior leadership teams, highlighting risks, trends and recommendations
• Collaborate with cross-functional stakeholders to improve workforce planning processes, governance and decision-making

Experience Required

For this role, we'll particularly consider candidates who have experience leading workforce planning, resource planning or workforce management within complex customer service or contact centre environments. We're looking for:

• Significant experience in workforce planning, forecasting and capacity management within a multi-channel customer service environment
• Experience supporting both in-house and outsourced/BPO operations
• Strong understanding of forecasting, scheduling, capacity planning and service-level management
• Experience operating across multiple sites, regions, languages or customer programmes
• Ability to influence senior stakeholders using data, insights and commercial recommendations
• Experience building or improving planning frameworks, reporting and governance processes
• Strong analytical and financial modelling skills
• Advanced Excel skills and experience using workforce management and reporting tools
• Excellent communication and stakeholder management skills
• Experience within travel, payments, financial services, loyalty, technology, telecommunications or other large-scale service environments would be particularly beneficial.

What We're Looking For

• Strategic thinker with a strong analytical mindset
• Confident communicator who can translate complex data into clear business recommendations
• Commercially aware with the ability to balance customer, operational and financial outcomes
• Proactive problem solver who identifies risks before they impact performance
• Highly organised with excellent attention to detail
• Comfortable working in a fast-paced and evolving environment
• Collaborative approach with the ability to build relationships across multiple teams and stakeholders
• Self-starter who enjoys creating structure, processes and new ways of working

Why Join Dragonpass?

• Opportunity to build and shape a global workforce planning capability
• High-growth international business with ambitious expansion plans
• Exposure to strategic initiatives including AI, automation and operational transformation
• Significant visibility and influence with senior leadership
• Genuine ownership and autonomy within the role
• Collaborative and supportive culture
• Excellent opportunities for professional development and career growth
• Chance to make a direct impact on the future scale and success of Dragonpass

Our Commitment to Inclusion

At Dragonpass, we're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to succeed. We welcome applications from people of all backgrounds, experiences and perspectives. If you're excited about this opportunity but don't meet every requirement listed, we still encourage you to apply. We recognise that skills and experience can be gained in different ways, and we're interested in potential as well as past experience. We believe diversity of thought, background and experience helps us build better products, stronger partnerships and a more successful business.