Manager, Workforce Management & Support Insights

Replit•Foster City, CA

2d•Hybrid

About The Position

As the Manager of Workforce Management & Support Insights, you’ll build and own the workforce planning function that ensures the Support organization can meet customer demand efficiently while maintaining exceptional service quality. You’ll be responsible for forecasting demand, planning headcount across both FTE and vendor teams, and ensuring the Support organization is staffed appropriately across channels, regions, and time zones. Your work will directly influence how the company scales support while maintaining strong service levels and operational efficiency. You’ll operate as both a strategic planner and operational owner. Early on, you’ll build forecasting models, staffing strategies, and WFM systems that provide visibility into capacity and performance. Over time, you’ll help shape how workforce planning evolves as automation and AI increasingly influence support demand and agent productivity. You’ll work cross-functionally with Support leadership, Operations, Finance, and vendor partners to ensure the Support organization is staffed effectively and positioned to scale alongside the platform.

Requirements

5+ years of experience in workforce management, support operations, operations analytics, or similar roles within a technology company.
Strong expertise in demand forecasting, workforce modeling, and capacity planning for customer support organizations across multiple channels (tickets, chat, voice, or async).
Experience developing headcount strategies that balance service levels, operational efficiency, and cost-to-serve across both internal teams and outsourced/vendor support organizations.
Strong analytical capabilities with experience building forecasting models, operational dashboards, and workforce reporting using tools such as SQL, spreadsheets, or BI platforms.
Experience owning or administering workforce management platforms (e.g., NICE, Verint, Teleopti, Tymeshift, or similar) and integrating them with support tooling ecosystems.
Experience supporting globally distributed support organizations and planning coverage across regions and time zones.
Experience modeling the operational impact of automation, AI agents, or support deflection on workforce demand and productivity.
Demonstrated ability to translate operational data into clear staffing strategies and actionable insights for leadership.
Comfort operating as both a strategic owner and hands-on builder in scaling or high-growth operational environments.
Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve forecasting workflows, operational modeling, or workforce analytics.

Nice To Haves

Experience working in developer tools, SaaS infrastructure, or highly technical product environments.
Experience partnering on support tooling, automation initiatives, or operational analytics infrastructure.
Has used Replit and built internal tooling.
Experience supporting developer-focused products or technical user communities.
Experience building internal workforce planning tools, dashboards, or operational systems.

Responsibilities

Build and own the Workforce Management function for Support, establishing forecasting frameworks, staffing models, and workforce planning processes.
Develop demand forecasts across support channels using historical trends, product signals, and growth projections.
Build and maintain operational dashboards and reporting frameworks that provide visibility into support demand, workforce performance, and key operational trends.
Own headcount planning across both internal support teams and BPO partners, ensuring staffing aligns with service level targets and operational goals.
Design capacity models that account for productivity, shrinkage, onboarding ramp time, and operational complexity.
Own and optimize WFM tooling and systems that power forecasting, staffing, and workforce reporting.
Build dashboards and reporting frameworks to track workforce metrics such as service levels, utilization, shrinkage, and forecast accuracy.
Partner with Support leadership and Finance to translate business growth into hiring plans and staffing strategies.
Collaborate with vendor management teams to align BPO staffing plans with forecasted demand and service level requirements.
Establish processes for real-time workforce monitoring and intraday staffing adjustments.
Model and evaluate the impact of automation and AI tooling on support demand, agent productivity, and long-term workforce planning.