Senior Manager, Workforce Management

Dutchie

3d • $125,000 - $160,000

About The Position

We are seeking a strategic, forward-thinking Senior Manager Workforce Management & Optimization to lead, scale, and transform our Support Operations workforce ecosystem. While you must deeply understand traditional WFM principles—forecasting, capacity planning, and scheduling —your primary mandate is to build a future-proof operation. You won't just staff for the queue; you will actively work to diminish it through smarter routing, triage, and automated deflection. This role sits at the intersection of operational excellence and digital transformation. You will champion and empower our frontline support teams while partnering closely with Product, Engineering, and Operations to identify high-volume, repetitive tasks that can be automated or pushed directly into AI agents and code. If you are a WFM purist who only wants to manage static spreadsheets, this isn't the role for you. If you are an operational leader excited by the challenge of balancing human execution with automated efficiency, we want to hear from you.

Requirements

• 5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics, ideally within a high-growth SaaS, marketplace, or technology environment.
• 2 to 3 + years of direct people management experience, with a proven track record of scaling teams and developing analytical talent.
• Expert-level proficiency with modern WFM software (e.g., Assembled, Nice InContact, Playvox, or Teleopti), omni-channel routing, and Erlang configurations.
• Tangible experience identifying operational inefficiencies and successfully collaborating with engineering or systems teams to implement automated solutions (AI agents, API integrations, or CRM macro optimization).
• Strong SQL, Excel, or data visualization skills (Tableau, Looker). You don’t just pull data; you translate it into an operational narrative.
• Ability to translate complex operational data into precise financial and strategic implications for executive leadership.

Nice To Haves

• Experience working in a fast-paced technology ecosystem during a phase of rapid scale or restructuring.
• A degree or background in Industrial Engineering, Operations Research, Statistics, or Finance.
• Direct experience implementing Generative AI support agents or conversational AI layers.
• Have a Society of Workforce Planning Professionals (SWPP) certification.

Responsibilities

• Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring our human footprint scales efficiently alongside business growth.
• Audit existing support volumes and workflows to identify the heaviest "human time-sucks." Partner with technical teams to deploy robotic process automation (RPO/ RPA), tooling improvements, or AI agents to handle triaged tasks.
• Oversee the daily execution of real-time management, scheduling, and queue performance. Ensure SLA/KPI targets are met while maintaining healthy agent utilization and sustainable workloads.
• Collaborate with Finance, Product, Engineering, and Enablement to align workforce capacity with product releases, promotional cycles, and engineering rollouts.
• Transform raw performance data into actionable business intelligence. Build a feedback loop that informs product teams exactly where users face systemic friction based on volume spikes.
• Partner with a high-performing team of WFM analysts, fostering a culture of data-driven decision-making and continuous process improvement.

Benefits

• Full medical benefits including dental and vision plans to ensure you always have the best care.
• Equity packages in the form of stock options to all employees.
• Technology (hardware, software, reading materials, etc..) allowance
• Flexible vacation and sick days

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed