Manager, Workforce Management

Hims & Hers

67d

About The Position

The Manager, Workforce Management (CX Operations) will lead the strategy and execution of workforce planning, forecasting, and scheduling for our Customer Experience (CX) organization. This role is critical in ensuring that our CX teams — both internal and outsourced — are optimally staffed to deliver best-in-class service and response times for patients and customers. You will own the end-to-end CX capacity planning process, translating forecasted demand into actionable staffing strategies. You’ll partner closely with CX leadership, BPO partners, Finance, and Analytics teams to ensure the workforce model scales efficiently and supports exceptional customer experiences. This role reports to the Sr. Manager, Workforce Operations and will manage a team of analysts responsible for forecasting, scheduling, and real-time management across CX teams.

Requirements

• 6+ years of experience in Workforce Management, CX Operations, or Business Planning, including at least 2 years in a people leadership role.
• Deep understanding of contact center operations, including forecasting, scheduling, real-time management, and vendor coordination.
• Hands-on experience with WFM tools (e.g., Assembled, NICE, Verint, Kronos) and reporting platforms (e.g., Looker, Tableau, Google Sheets).
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and strategic recommendations.
• Proven success in influencing cross-functional teams and senior stakeholders in a fast-paced, high-growth environment.
• Experience managing vendor capacity or outsourcing relationships (BPOs) at scale.
• Ability to balance strategic planning with day-to-day operational execution.

Nice To Haves

• Experience with multi-channel CX environments (email, chat, voice, SMS).
• Proficiency data modeling to support deeper workforce analytics.
• Background in high-growth, consumer-facing, or e-commerce organizations.
• Familiarity with automated scheduling systems and real-time dashboards.

Responsibilities

• Lead the CX workforce management function, owning short-term and long-term forecasting, scheduling, and capacity planning.
• Partner with CX, Vendor Management, and Finance teams to align staffing plans with service-level goals and budgetary constraints.
• Manage a team of WFM analysts responsible for real-time performance monitoring, queue health, and adherence across multiple CX channels.
• Develop and refine forecasting models based on business seasonality, marketing campaigns, and product launches.
• Own workforce reporting and analytics to inform leadership decisions around hiring, staffing mix, and operational performance.
• Collaborate with BPO partners to optimize scheduling practices, adherence performance, and agent utilization.
• Lead initiatives to enhance forecasting accuracy, scheduling efficiency, and data transparency through automation and tool improvements.
• Provide strategic insights to CX leadership on capacity risks, staffing tradeoffs, and cost optimization opportunities.
• Coach and develop team members to strengthen analytical rigor, collaboration, and operational excellence.

Benefits

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• 401k benefits with employer matching contribution
• Offsite team retreats

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees