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., there’s 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 start—we’re 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 CharterUP’s 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 You’ll 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 performanc