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Lead development of workforce management capabilities for Customer Service: build contact volume forecasts, capacity and headcount models, manage BPO partner planning and performance, support budgeting and long-term staffing, and present workforce insights to senior leadership.

Own forecasting, capacity planning, and headcount modeling for a multi-tier contact center. Build demand forecasts across voice, email, chat, and social; translate demand into staffing, schedules, and BPO capacity plans; manage outsourced vendor performance and budgeting; support scenario modeling, RFPs, and long-term workforce strategy; present insights and recommendations to senior leadership.

The AD, Digital Engagement will drive digital engagement strategies, manage a team, optimize digital channels, and measure performance to support WES's mission.

The AD, Digital Engagement leads digital strategies at WES, driving engagement through digital marketing, website oversight, and team management to enhance organizational goals.

Support Chief of Staff and Chief Social Impact Officer with leadership operations, calendar and meeting management, priority tracking, budgeting support, cross-team coordination, reporting, and ad-hoc project support to ensure alignment and execution across systems change initiatives.

Support the Chief of Staff and Chief Social Impact Officer by coordinating leadership operations, managing calendars and priority trackers, preparing meeting materials, tracking action items, assisting budgeting and expense tracking, building systems for priority and risk tracking, coordinating cross-team timelines and deliverables, supporting reporting, and providing surge capacity for systems change initiatives.

Lead research and analysis on career pathways and skills; synthesize and disseminate insights for strategy and implementation; manage knowledge mobilization, cross-country learning, and knowledge platforms (e.g., SharePoint); produce briefs, reports, and communication products and coordinate across teams and consultants.

Support day-to-day implementation and coordination of Career Pathways initiatives across the U.S. and Canada: manage workplans, partner engagement, events, documentation, tracking in shared systems, and surface learnings for adaptive improvement.

Coordinate day-to-day implementation of Career Pathways initiatives across Canada and the U.S., including planning, partner engagement, event logistics, milestone tracking, documentation, and synthesizing learnings for leadership to support continuous improvement.

Conduct learning needs analyses, define measurable objectives, and design e-learning and instructor-led modules using ADDIE. Convert existing materials with Articulate and AI-assisted tools, create assessments using Bloom's Taxonomy and the Kirkpatrick model, leverage UKGPro LMS for deployment and reporting, and manage multiple projects with SMEs to ensure quality and timely delivery.