Senior Manager, Workforce Management

Shipt • Minneapolis, AL

6h • $75,000 - $120,000 • Hybrid

About The Position

As the Sr Manager of Workforce Management at Shipt, you will play a pivotal role in leading and participating in a high-performing team responsible for end-to-end workforce management for Shipt's experiential operations team. This is a high visibility role that includes direct accountability for a 20+ million dollar budget and oversight of 700+ internal and external members of the Experiential Operations team. The successful candidate will have a proven track record in leading workforce planning, scheduling, and real-time management in a fast-paced, customer-focused environment, preferably within the gig worker industry. While no two days are the same you will lead, motivate, and develop a team of 19 analysts, associate managers, and managers to ensure the delivery of exceptional workforce management services. You will lead and be hands on in the development and execution of accurate workforce forecasts and capacity plans to ensure optimal resource allocation for Shipt's experiential operations team. You will implement strategies to monitor real-time performance and adjust staffing levels to meet service level goals, ensuring efficient response to dynamic operational needs. You will develop and execute plans for effective management of operational queues using system automation, people and processes, ensuring smooth and efficient workflow. You will lead the creation and optimization of schedules that balance operational needs, employee preferences, and labor costs, while ensuring high service levels. You will establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on performance and identifying opportunities for improvement. You will Work closely with cross-functional teams, including operations, technology, and analytics, to align workforce management strategies with overall business objectives. You will drive a culture of continuous improvement by identifying and implementing process enhancements and technology solutions that optimize workforce efficiency. You will also lead and coach the team in all aspects of best in class Work Force Practices.

Requirements

• Bachelor's degree in Business, Operations Management, or a related field.
• 5 years of proven experience in leading workforce management teams in a high-volume, customer-centric environment, ideally with gig industry experience.
• In-depth knowledge of workforce management principles, including forecasting, scheduling, real-time management and KPI (service levels, occupancy and concurrency) achievement.
• Advanced statistical modeling skills, including the ability to understand machine learning concepts and their use in advanced regression models (ARIMA, Prophet, etc)
• 5 years and expert level proficiency in workforce management tools and systems.
• Strong analytical and problem-solving skills, with the ability to transform complex analytical problems to easily consumable, actionable insights..
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across different levels of the organization.
• Experience communicating with all levels of an organization, to include senior executives
• Demonstrated ability to thrive in a fast-paced, dynamic work environment.

Nice To Haves

• Master’s degree is a plus.

Responsibilities

• Lead and participate in a high-performing team responsible for end-to-end workforce management for Shipt's experiential operations team.
• Lead, motivate, and develop a team of 19 analysts, associate managers, and managers to ensure the delivery of exceptional workforce management services.
• Lead and be hands on in the development and execution of accurate workforce forecasts and capacity plans to ensure optimal resource allocation for Shipt's experiential operations team.
• Implement strategies to monitor real-time performance and adjust staffing levels to meet service level goals, ensuring efficient response to dynamic operational needs.
• Develop and execute plans for effective management of operational queues using system automation, people and processes, ensuring smooth and efficient workflow.
• Lead the creation and optimization of schedules that balance operational needs, employee preferences, and labor costs, while ensuring high service levels.
• Establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on performance and identifying opportunities for improvement.
• Work closely with cross-functional teams, including operations, technology, and analytics, to align workforce management strategies with overall business objectives.
• Drive a culture of continuous improvement by identifying and implementing process enhancements and technology solutions that optimize workforce efficiency.
• Lead and coach the team in all aspects of best in class Work Force Practices.

Benefits

• Employees (and eligible family members) are covered by medical, dental, vision and more.
• Employees may enroll in our company’s 401k plan.
• Employees will also be eligible to receive discretionary vacation for exempt team members, paid holidays throughout the calendar year and paid sick leave.
• Other compensation includes eligibility for an annual bonus and the potential for restricted stock units based on role.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager