Manager, Workforce Management & Dialer Operations
LendingClub, Lehi, UT, United States
About The Role
The Manager, Workforce Management & Dialer Operations is responsible for end-to-end planning, execution, and optimization of workforce strategy and dialer operations across LendingClub’s contact center environment. This role oversees capacity planning, scheduling, real-time execution, and dialing campaign strategy across voice and non-voice channels supporting Personal Loans, Auto Loans, and Banking products.
What You’ll Do
Lead and develop a high-performing team across Workforce Management and Dialer Operations, driving accountability, capability building, and operational excellence
Own end-to-end workforce strategy, including forecasting, capacity planning, and scenario modeling to align staffing with business demand
Oversee scheduling and real-time execution, ensuring service levels, productivity, and operational targets are consistently met
Define and optimize dialer strategy, including campaign design, segmentation, and dialing modes to maximize contact rates and agent efficiency
Monitor and analyze performance across WFM and dialer operations, delivering insights and actions to improve forecast accuracy, utilization, and outcomes
Partner cross-functionally with Operations, Recruiting, Training, and vendors to align staffing plans and execute against business objectives
Drive continuous improvement and scalability across contact center operations, including process optimization, tool enhancements, and compliance adherence
About You
4+ years of Workforce Management and/or Contact Center Operations experience, with leadership responsibility
3+ years managing dialer or contact center technology platforms
Strong analytical skills with ability to interpret large datasets and drive decisions
Experience with forecasting, staffing models, and contact center metrics (AHT, adherence, occupancy, etc.)
Strong communication and stakeholder management skills
Bachelor’s degree in a quantitative or related field
Advanced Excel and data analysis skills; SQL experience preferred
Experience with dialer logic design, campaign optimization, and reporting
Experience working in multi-site or vendor-supported environments
Strong presentation and influencing skills
Work Location
Lehi, Utah. Hybrid work model with in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential; remote placement will not be considered.
Time Zone Requirements
Primarily Mountain Time. Flexible to work across time zones when necessary.
Travel Requirements
Monthly/quarterly/as needed travel to LendingClub offices and/or other locations.
Compensation
The target base salary range for this position is $100,000‑$120,000. The total compensation package may include long‑term awards (equity) and an annual bonus based on company performance, employee performance, and eligible earnings.
Benefits
The role includes a competitive benefits package: medical, dental, and vision plans for employees and families; 401(k) match; health and wellness programs; flexible time off policies for salaried employees; up to 16 weeks paid parental leave; and additional benefits.
Equal Opportunity Employer
LendingClub is an equal opportunity employer and is dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or any other legally protected characteristics.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.
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The Manager, Workforce Management & Dialer Operations is responsible for end-to-end planning, execution, and optimization of workforce strategy and dialer operations across LendingClub’s contact center environment. This role oversees capacity planning, scheduling, real-time execution, and dialing campaign strategy across voice and non-voice channels supporting Personal Loans, Auto Loans, and Banking products.
What You’ll Do
Lead and develop a high-performing team across Workforce Management and Dialer Operations, driving accountability, capability building, and operational excellence
Own end-to-end workforce strategy, including forecasting, capacity planning, and scenario modeling to align staffing with business demand
Oversee scheduling and real-time execution, ensuring service levels, productivity, and operational targets are consistently met
Define and optimize dialer strategy, including campaign design, segmentation, and dialing modes to maximize contact rates and agent efficiency
Monitor and analyze performance across WFM and dialer operations, delivering insights and actions to improve forecast accuracy, utilization, and outcomes
Partner cross-functionally with Operations, Recruiting, Training, and vendors to align staffing plans and execute against business objectives
Drive continuous improvement and scalability across contact center operations, including process optimization, tool enhancements, and compliance adherence
About You
4+ years of Workforce Management and/or Contact Center Operations experience, with leadership responsibility
3+ years managing dialer or contact center technology platforms
Strong analytical skills with ability to interpret large datasets and drive decisions
Experience with forecasting, staffing models, and contact center metrics (AHT, adherence, occupancy, etc.)
Strong communication and stakeholder management skills
Bachelor’s degree in a quantitative or related field
Advanced Excel and data analysis skills; SQL experience preferred
Experience with dialer logic design, campaign optimization, and reporting
Experience working in multi-site or vendor-supported environments
Strong presentation and influencing skills
Work Location
Lehi, Utah. Hybrid work model with in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential; remote placement will not be considered.
Time Zone Requirements
Primarily Mountain Time. Flexible to work across time zones when necessary.
Travel Requirements
Monthly/quarterly/as needed travel to LendingClub offices and/or other locations.
Compensation
The target base salary range for this position is $100,000‑$120,000. The total compensation package may include long‑term awards (equity) and an annual bonus based on company performance, employee performance, and eligible earnings.
Benefits
The role includes a competitive benefits package: medical, dental, and vision plans for employees and families; 401(k) match; health and wellness programs; flexible time off policies for salaried employees; up to 16 weeks paid parental leave; and additional benefits.
Equal Opportunity Employer
LendingClub is an equal opportunity employer and is dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or any other legally protected characteristics.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.
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