Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.
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About the Role
We are a fast-paced, high-growth company looking for an innovative and experienced Director of Workforce Management (WFM). Reporting to the Chief Customer Officer, this is an important leadership role responsible for leading the strategic planning, implementation, and execution of all workforce management functions for an in-house and US-based 180-person support operation. This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience.
ResponsibilitiesWorkforce Management Strategy & Planning
Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels, including voice, chat, email, and tickets.
Own capacity and workforce planning to align staffing needs with business objectives and evolving customer demand, partnering closely with business leaders and Finance to drive accurate forecasting, budgeting, and scalable workforce strategies.
Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.
Lead a WFM team of four covering scheduling, real-time management, and WFM systems administration.
Oversee the management of telephony and workforce management systems, including vendor relationships and implementation, ensuring systems align with operational objectives.
Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.
Partner closely with CX and Operations leaders to ensure alignment between operational processes and workforce management objectives.
Drive opportunities to innovate and improve support delivery through emerging customer support technologies, including AI and automation, with a focus on scalability, efficiency, and customer experience.
Present reports, insights, and recommendations to senior leadership to improve contact center efficiency and customer experience.
5+ years of workforce management experience within a contact center environment, with 5+ years of leadership experience and demonstrated experience leading a WFM function or team.
Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.
Experience with WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar).
Proven ability to collaborate with Operations leaders to drive innovation, process optimization, and improved customer experience.
Excellent leadership, coaching, and team development abilities.
Strong ability to prioritize and manage competing demands.
Effective communication and stakeholder management skills.
Ability to work in a fast-paced, dynamic environment and drive continuous improvement.
Experience with automation and AI tools is a plus.
Experience serving as the primary contact and subject matter expert (SME) for WFM and telephony systems.
Experience leading and scaling a global WFM team.
Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $120,000–$140,000, but may vary depending on job-related knowledge, skills, experience and location. This position is remote, but candidates must be US-based.
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Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.
Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.
Important privacy information for United States based job applicants can be found here.
Skills Required
- 5+ years of workforce management experience in a contact center environment
- 5+ years of leadership experience
- Experience leading a workforce management function or team
- Experience with forecasting, capacity planning, scheduling, and real-time management
- Experience with workforce management software such as Verint, NICE, Aspect, or similar
- Experience with telephony systems such as Five9, RingCentral, Genesys, or similar
- Ability to collaborate with Operations leaders on innovation, process optimization, and customer experience improvements
- Leadership, coaching, and team development abilities
- Ability to prioritize and manage competing demands
- Effective communication and stakeholder management skills
- Ability to work in a fast-paced, dynamic environment and drive continuous improvement
- Experience with automation and AI tools
- Experience serving as the primary contact and subject matter expert for WFM and telephony systems
- Experience leading and scaling a global WFM team
Aura Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Aura and has not been reviewed or approved by Aura.
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Healthcare Strength — Benefits include comprehensive medical, dental, and vision coverage alongside mental health resources, wellness programs, and an Employee Assistance Program. Feedback suggests coverage is robust and paired with additional wellness support.
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Leave & Time Off Breadth — Unlimited paid time off, generous parental and family care leave, and paid volunteer time are consistently highlighted. Flexible remote/hybrid schedules further support time away and balance.
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Parental & Family Support — Generous caregiver and parental leave, family-friendly policies, and access to the company’s family plan are emphasized. Feedback suggests these offerings meaningfully support household needs.
Aura Insights
What We Do
Aura is one of the fastest growing online safety solutions for individuals and families. Whether you're protecting yourself, your kids or your aging loved ones, Aura can meet your needs at every stage of life. Customers trust Aura's simple interface to effortlessly safeguard the things they care about most. Through real-time monitoring and alerts, Aura helps detect and mitigate emerging online threats, such as scams, predators and cyberbullying. Visit www.aura.com.
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