Program Manager - Workforce Management

Rover.com • Seattle, WA

2d • Hybrid

About The Position

The WFM practice supports the company’s global operations efforts, while also working with partner teams throughout the organization. We need a business savvy WFM professional, with deep knowledge of end to end WFM across forecasting models, capacity planning, scheduling and real time management, to collaborate with our operations leaders to identify highest-impact opportunities for the business and help drive them forward. We're looking for someone with a strong knack for creating accurate forecasts and schedules to effectively scale operations. This role is pivotal in ensuring exceptional customer experience for Rover's clients, while also maintaining sustainable workloads for our dedicated agents. Over time, you will evolve into a trusted business partner who can surface the right information to assist in decision making at the right time and drive a seamless operation which is effective (quality) and efficient (cost). The ideal candidate must possess a strong WFM background working with all key areas of the WFM process making data driven decisions while always factoring in the overall goals of the organization.

Requirements

• 5+ years of robust, relevant WFM experience in budgeting, forecasting, capacity planning, scheduling, real time management and performance analysis in EMEA markets
• You are a builder at heart, creating new capabilities within WFM practise
• You are a storyteller through data, simplifying complex topics in a succinct way for the leadership
• You are biased toward action, a great collaborator, and a master disambiguator
• You never stop pushing towards excellence and challenge the status quo

Responsibilities

• Develop & maintain long-term forecasting models, capacity planning and short term forecasting with high level of accuracy
• Create staffing forecast and schedules on a monthly basis in order to deliver optimized monthly schedules to operations
• Develop narratives and regularly advise leaders of changes in the business and performance
• Constantly evaluate and challenge current WFM strategies to also contribute to global best practice for WFM

Benefits

• Competitive compensation
• 401k match
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Pet benefits, including $1,000 toward bringing home a new dog or cat
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
• Regular team activities performed in-person and virtually

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees