Senior Manager, Workforce Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Strategic Workforce Architecture: Take ownership of both long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring that our human resources scale effectively with business growth.

• Automation & Deflection Roadmap: Evaluate current support volumes and workflows to pinpoint the most significant "human time-sucks." Collaborate with technical teams to implement robotic process automation (RPO/RPA), tooling enhancements, or AI agents to manage triaged tasks.

• Operational Excellence: Supervise the daily implementation of real-time management, scheduling, and queue performance. Ensure that SLA/KPI targets are achieved while maintaining healthy agent utilization and sustainable workloads.

• Cross-Functional Optimization: Work together with Finance, Product, Engineering, and Enablement to synchronize workforce capacity with product launches, promotional cycles, and engineering deployments.

• Data & Insights Engine: Convert raw performance data into actionable business intelligence. Establish a feedback loop that informs product teams precisely where users encounter systemic friction during volume spikes.

• Team Dynamics: Collaborate with a high-performing team of WFM analysts, promoting a culture centered around data-driven decision-making and continuous process enhancement.

⛳️ Requirements

• 5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics, preferably in a high-growth SaaS, marketplace, or technology setting.

• 2 to 3+ years of direct people management experience, with a demonstrated ability to scale teams and nurture analytical talent.

• The "Nuts & Bolts" Mastery: Exceptional proficiency with contemporary WFM software (e.g., Assembled, Nice InContact, Playvox, or Teleopti), omni-channel routing, and Erlang configurations.

• An Automation Mindset: Proven experience in identifying operational inefficiencies and effectively collaborating with engineering or systems teams to implement automated solutions (AI agents, API integrations, or CRM macro optimization).

• Advanced Analytics Skills: Strong capabilities in SQL, Excel, or data visualization tools (Tableau, Looker). You not only extract data but also translate it into an operational narrative.

• High Business Acumen: Ability to interpret complex operational data into clear financial and strategic implications for executive leadership.

🏝️ Benefits

• Comprehensive medical benefits, including dental and vision plans, to ensure you receive the best care.

• Equity packages in the form of stock options available to all employees.

• Technology allowance for hardware, software, reading materials, etc.

• Flexible vacation and sick days.