Director - Workforce Management
About The Position
The Director of Workforce Management (WFM) designs, implements, and optimizes workforce strategies supporting data center operations at scale. The role ensures appropriate technical staffing to meet uptime, capacity, and service-level objectives, partnering with Data Center Operations, Capacity Planning, HR, and Finance to improve forecasting accuracy, staffing efficiency, and labor cost optimization across multiple sites or regions. The Director develops workforce plans and forecasting models, oversees scheduling and staffing across 24/7/365 operations, and standardizes WFM processes across facilities or regions. The role leads workforce analytics and executive reporting, optimizes workforce management tools, and advances automation and digital transformation in workforce planning. It also coordinates hiring and workforce scalability with HR, labor budgets and cost analysis with Finance, and operational alignment with Data Center Operations leadership.
Requirements
- Bachelor’s degree in Business, Operations, Engineering, or a related field.
- 10+ years of experience in Workforce Management, Operations Planning, or similar roles.
- 5+ years of leadership experience managing WFM or operations teams.
- Experience supporting 24/7 mission-critical environments, such as data centers, telecom, cloud, or similar environments.
- Strong analytical and modeling skills, including Excel, SQL, or similar tools.
- Experience with WFM platforms such as Kronos/UKG, NICE, Workday, or similar.
- Experience in hyperscale or colocation data center environments.
- Knowledge of capacity planning and infrastructure lifecycle management.
- Familiarity with ITIL, incident management, or service operations frameworks.
- P6 programming required for scheduling.
Responsibilities
- Develop short- and long-term workforce plans aligned with data center growth, capacity expansion, and operational demand.
- Build and maintain forecasting models for technician staffing, shift coverage, and project-based labor needs.
- Partner with capacity planning teams to align workforce supply with infrastructure demand.
- Oversee scheduling frameworks for 24/7/365 data center operations, ensuring optimal coverage and compliance.
- Implement standardized workforce management processes across multiple facilities or regions.
- Monitor real-time staffing levels and adjust them to meet SLAs, uptime requirements, and incident response needs.
- Lead workforce analytics, including headcount modeling, productivity metrics, utilization rates, and labor cost analysis.
- Develop dashboards and reporting for executive visibility into workforce performance.
- Use data-driven insights to recommend staffing optimizations and efficiency improvements.
- Own and optimize workforce management tools, including scheduling systems, forecasting software, and timekeeping platforms.
- Drive automation and digital transformation initiatives within workforce planning processes.
- Ensure integration between workforce management systems and HRIS, ticketing, and capacity management tools.
- Partner with HR on hiring strategies, talent pipelines, and workforce scalability.
- Work with Finance to manage labor budgets, cost forecasting, and variance analysis.
- Collaborate with Data Center Operations leadership to align workforce plans with maintenance schedules, deployments, and incident management.
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What This Job Offers
Job Type
Full-time
Career Level
Director
