Sr. Manager, Workforce Management & Quality
About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.
Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.
Why Join Us
Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.
Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., thereâs no better time to join our dynamic, growth-stage organization.
Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX.
Funding and Stability: Our $60 million Series A funding was just the startâweâre poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability.
About the Role
Title: Sr. Manager, Workforce Management & Quality
Reports to: Vice President, Service Operations
Location: Remote, US
The Senior Manager, Workforce Management & Quality will own the operating system behind CharterUPâs service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who oversee frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.
You will build forecasting rigor, enforce utilization standards, elevate quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.
What Youâll Do
Workforce Planning & Forecasting
Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
Develop capacity models tied to SLAs, volume projections, and cost targets
Establish utilization benchmarks and manage adherence
Partner with Finance and Operations on proactive headcount planning
Identify capacity risks early and implement mitigation strategies
Team Lead Management & Floor Performance
Directly manage Service Team Leads
Standardize expectations for queue management, call monitoring, QA scoring, and coaching
Implement consistent productivity and performance benchmarks across teams
Ensure floor discipline and real-time operational control
Drive accountability and measurable improvement across shifts
Quality Assurance & Coaching Excellence
Own and evolve the QA rubric and scoring methodology
Implement calibration processes to ensure scoring consistency
Connect QA insights to training, workflow changes, and process improvements
Tie quality performance directly to resolution time, escalation rate, and customer outcomes
Identify systemic issues and drive root-cause correction
Systems & Automation Optimization
Evaluate and optimize Zendesk, Sprinklr, and related CX tools
Improve routing logic, escalation paths, and workflow efficiency
Reduce manual work through automation and smarter configuration
Build dashboards and reporting that provide real-time operational visibility
Partner cross-functionally when system changes are required
Metrics & Executive Reporting
Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
Deliver clear, data-driven reporting to senior leadership
Establish performance baselines and continuously raise standards
What Youâll Bring
7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
Proven ownership of forecasting, capacity planning, and QA functions at scale
Experience managing frontline leaders in high-volume environments
Strong analytical skills with demonstrated success building operational dashboards and reporting
Deep familiarity with Zendesk and Twilio Flex preferred
Track record of driving measurable performance improvement through process and systems optimization
Comfort operating in a high-growth, high-accountability environment
Recruiting Process
Step 1 - Video call: Talent Acquisition interview
Step 2 - Video call: Hiring Manager interview
Step 3 - Video call: Team Interview
Step 4- Video call: Final Interview
Step 5 - Offer & background check
Welcome aboard!
Salary$100,000—$110,000 USDGlobal Benefits & Perks at CharterUP
We believe great people can live anywhereâand they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
Referral Rewards: Earn bonuses for bringing top talent to the team.
Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the United States and Canada. If you require accommodation during the recruitment process, please let us know. CharterUP is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter.
Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.
We hire in the U.S. and Canada and are actively expanding our global footprint.
Apply Now
Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.
Why Join Us
Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.
Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., thereâs no better time to join our dynamic, growth-stage organization.
Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX.
Funding and Stability: Our $60 million Series A funding was just the startâweâre poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability.
About the Role
Title: Sr. Manager, Workforce Management & Quality
Reports to: Vice President, Service Operations
Location: Remote, US
The Senior Manager, Workforce Management & Quality will own the operating system behind CharterUPâs service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who oversee frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.
You will build forecasting rigor, enforce utilization standards, elevate quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.
What Youâll Do
Workforce Planning & Forecasting
Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
Develop capacity models tied to SLAs, volume projections, and cost targets
Establish utilization benchmarks and manage adherence
Partner with Finance and Operations on proactive headcount planning
Identify capacity risks early and implement mitigation strategies
Team Lead Management & Floor Performance
Directly manage Service Team Leads
Standardize expectations for queue management, call monitoring, QA scoring, and coaching
Implement consistent productivity and performance benchmarks across teams
Ensure floor discipline and real-time operational control
Drive accountability and measurable improvement across shifts
Quality Assurance & Coaching Excellence
Own and evolve the QA rubric and scoring methodology
Implement calibration processes to ensure scoring consistency
Connect QA insights to training, workflow changes, and process improvements
Tie quality performance directly to resolution time, escalation rate, and customer outcomes
Identify systemic issues and drive root-cause correction
Systems & Automation Optimization
Evaluate and optimize Zendesk, Sprinklr, and related CX tools
Improve routing logic, escalation paths, and workflow efficiency
Reduce manual work through automation and smarter configuration
Build dashboards and reporting that provide real-time operational visibility
Partner cross-functionally when system changes are required
Metrics & Executive Reporting
Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
Deliver clear, data-driven reporting to senior leadership
Establish performance baselines and continuously raise standards
What Youâll Bring
7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
Proven ownership of forecasting, capacity planning, and QA functions at scale
Experience managing frontline leaders in high-volume environments
Strong analytical skills with demonstrated success building operational dashboards and reporting
Deep familiarity with Zendesk and Twilio Flex preferred
Track record of driving measurable performance improvement through process and systems optimization
Comfort operating in a high-growth, high-accountability environment
Recruiting Process
Step 1 - Video call: Talent Acquisition interview
Step 2 - Video call: Hiring Manager interview
Step 3 - Video call: Team Interview
Step 4- Video call: Final Interview
Step 5 - Offer & background check
Welcome aboard!
Salary$100,000—$110,000 USDGlobal Benefits & Perks at CharterUP
We believe great people can live anywhereâand they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
Referral Rewards: Earn bonuses for bringing top talent to the team.
Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the United States and Canada. If you require accommodation during the recruitment process, please let us know. CharterUP is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter.
Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.
We hire in the U.S. and Canada and are actively expanding our global footprint.
Apply Now