Sr. Specialist Workforce Operations & Experience

Job Description

As the Sr. Specialist Store Staff Management, you will design and scale a high-performing store staffing model for both in-house and 3PL teams. You will drive vendor governance, compliance, and cost optimization, while managing onboarding, retention, and fraud prevention. Partnering across regions, you will ensure operational readiness and sustainable growth across all darkstore and warehouse locations.

Workforce Planning & Strategy

• Build and scale a reliable, high-performing store staffing model for in-house and 3PL personnel at an efficient cost.

• Manage end-to-end lifecycle operations, including store staff onboarding, training, offboarding, and attrition management.

• Support regional expansion and scaling plans by ensuring workforce models remain operationally sustainable, commercially efficient, and execution-ready.

• Drive continuous improvement initiatives across workforce planning, picker quality, and store staff cost optimization.

Vendor & 3PL Governance

• Manage 3PL contracts and account frameworks to ensure a sufficient, uninterrupted supply of store staff.

• Implement a structured 3PL account management framework to improve vendor governance, accountability, and long-term performance.

• Lead performance governance with local markets through regular business reviews, scorecards, SLA tracking, and structured action plans.

Compliance, Risk, & Financial Control

• Define and standardize workforce compliance policies across all markets, including onboarding, documentation, and attendance controls.

• Ensure accurate tracking of staff attendance, leave, and overtime (OT), collaborating closely with local Finance and POPs teams for precise accounting.

• Identify and mitigate workforce fraud risks across attendance, productivity, payroll, and misconduct by implementing preventive controls and reporting mechanisms.

• Partner with Operations, HR, and Legal teams to ensure staffing strategies strictly align with regional operational and compliance requirements.

Engagement & Retention

• Design and implement Rewards & Recognition (R&R) programs to boost store staff morale, retention, and performance consistency.

Qualifications

• Experience: 3-5+ years of experience in workforce management, retention, R&R, manpower planning, or vendor/3PL management (preferably within darkstore or warehouse operations).

• Vendor Management: Proven track record of managing outsourced manpower vendors and 3PL workforce partners at a regional level.

• Operational Expertise: Strong background in workforce operations, including staffing, productivity, engagement, retention, fraud prevention, and performance governance.

• KPI Driven: Experience managing core workforce KPIs such as attendance, attrition, productivity, and overall store staff costs.

• Analytical Skills: Strong analytical capabilities to interpret workforce data, identify operational trends, and drive actionable insights.

• Technical Proficiency: Advanced proficiency in Excel / Google Sheets; hands-on knowledge of dashboarding tools (Looker, Tableau, or Power BI) is a strong advantage.

• Governance & PMO: Strong understanding of compliance controls, labor governance, workforce operational standards, and robust project management/process implementation capabilities.