Senior Manager, Workforce Management

AG1

3d•$108,000 - $130,500•Remote

About The Position

At the heart of AG1 lies a commitment to our mission to empower people to take ownership of their health. Since 2010, we've dedicated ourselves to bringing Foundational Nutrition to people around the world. Our ethos is deeply rooted in science, with an unwavering dedication to continuous improvement. We leverage and contribute to the latest research to deliver a powerful, straightforward solution for optimal health to our customers. We harness the finest ingredients so that every scoop of AG1 gives you the nutrients you need with the simplicity you want in a daily routine. Likewise, our organization puts the same energy into creating an environment that is a reflection of the cultural values that define who we are and how we work together. These seven values— One Spectacular Life, Customer Obsessed, Radical Ownership, High Performance, Courage, Amazing Humans and Continuous Pursuit of Excellence —are a representation of the high standards we set, and hold ourselves accountable to, when it comes to building our global team. The Senior Manager, Workforce Management (WFM) will lead the evolution and execution of the AG1 Workforce Management function, ensuring effective capacity planning, operational efficiency, and strong service performance across all customer support channels. This role partners closely with Customer Happiness, Finance, and Technology to align workforce planning with business priorities and customer experience goals. Reporting to the VP, Customer Happiness, the Senior Manager, Workforce Management will serve as both a strategic leader and hands-on operator—guiding forecasting, planning, and system optimization while modernizing how AG1 manages workforce demand through data, technology, and process improvement. The ideal candidate brings strong hands-on Workforce Management experience, excels at translating data into action, and is energized by building scalable, data-driven operations through strong cross-functional partnership.

Requirements

7+ years of progressive Workforce Management experience, including managing vendor partner teams within global, multilingual, and multi-region operations
Deep hands-on expertise implementing and optimizing Workforce Management systems such as Teleopti, Calabrio, Assembled, and Genesys, and integrating them with CRM, telephony, chat, SMS, and Quality systems (e.g., AWS, Zendesk, Genesys, Sierra, Gladly)
Proven success driving channel-mix transformation, evolving from email to chat, SMS, and AI-enabled support models (such as Sierra)
Advanced proficiency in Excel, Google Sheets, and reporting platforms such as Tableau and Looker.
Strong analytical, financial, and operational acumen—able to translate data into strategic decisions
Demonstrated experience leading technology-enabled transformation and process optimization
Skilled in capacity planning, demand forecasting, and resource modeling.
Excellent communication and stakeholder management skills, with the ability to influence across functions and levels

Responsibilities

Lead the development and execution of Workforce Management strategies that support business goals over a 1–2 year planning horizon
Translate demand forecasts, growth plans, and channel strategy into actionable staffing and capacity plans
Serve as the primary operational owner of WFM tools (e.g., Assembled, NICE, Verint), driving configuration, optimization, and continuous improvement
Integrate WFM systems with CRM, Quality, and AI-enabled tools to improve forecasting accuracy and operational visibility
Manage vendor relationships and ensure strong governance, accountability, and performance from external partners
Develop and maintain accurate forecasting models across voice, chat, email, and emerging digital channels
Build capacity plans and scenario models to anticipate changes in demand, seasonality, and operational risk
Design and maintain dashboards and reporting that surface insights, risks, and opportunities to support leadership decision-making
Partner with Finance to align workforce models with budget, cost targets, and productivity expectations
Establish and refine best practices for scheduling, intraday management, and real-time workforce adjustments
Collaborate with Customer Happiness leaders to improve service level attainment, occupancy, and efficiency metrics such as AHT
Implement governance processes to monitor forecast accuracy, staffing adherence, and operational performance
Lead continuous improvement initiatives, identifying opportunities for automation, simplification, and process optimization
Act as a trusted partner to cross-functional stakeholders, providing data-driven insights and recommendations to inform decisions
Represent the WFM function in cross-functional planning forums and operational reviews

Benefits

Competitive compensation and performance-based incentive plans.
A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.
A strong company culture that is enforced through the hiring process to ensure values alignment and a highly collaborative team.
A mission-driven approach to everything that we do, with an overall goal to significantly improve our customers’ health and wellness.
A high-growth, dynamic environment with opportunities for your direct impact to be felt.
Paid holidays, company-wide reset and reflect days, and unlimited PTO (based on your country of residence).
In-person team meetups for optimal collaboration, team building and accelerating productivity.
A work environment and culture that is based on high performance, productivity and continuous improvement.
The opportunity to work with passionate, high-growth, business-minded colleagues who bring their all to our mission each and every day.
Access to AG1 products and branded swag.
Monthly telecom stipend to offset some of the costs of home internet/wifi for eligible team members.
All other benefits and insurances as required by law, based on your specific country of residence.