Global Queue Manager

The Global Queue Manager is responsible for providing an elevated experience for customers by ensuring the efficient handling of high-priority cases. This individual contributor role oversees the operational aspects of a Subject Matter Expert (SME) Team, partnering with Resource Management Representatives (RMRs) and Global Queue Managers (GQMs) to optimize workload balancing and case assignment. The GQM must have excellent customer focus, effective communication skills, and strong organizational and time-management skills.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Workload Balancing: Monitor incoming case volume versus backlog to ensure even distribution amongst the regional and global team
• Case Management: Execute Traffic Control of FTS cases and new/unassigned cases
• Handovers: Communicate with outgoing and incoming regional shift GQM
• Escalation Management: P1 / P2 / Escalation help / Engaging Internal teams
• Shift Coverage: Ensures Work Force Management (WFM) is up to date with on shift / available TSE or CSR resources
• Reporting/Insights: Provide regular trend reports (daily, weekly, monthly) on workload assigned (cases, changes & tasks) and resource availability

Benefits

• Base pay of $137,500 - $240,500
• Equity (when applicable)
• Variable/incentive compensation
• Benefits
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs (subject to eligibility requirements)