Senior Manager, Workforce

SeatGeek•New York, NY

3d•Remote

About The Position

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry. As a member of the Marketplace Services Workforce team, the Sr. Manager, Workforce Services Manager owns the workforce strategy and execution of our Support teams at SeatGeek. The Manager will be responsible for partnering with key leaders within and outside of Marketplace Operations to forecast, model, optimize internal staffing plans and ensure we have the right resources to meet the needs of our growing base of fans, brokers, and clients. This will include ensuring the necessary operations teams have the resources (e.g., tooling, roles, headcount, processes) to operate effectively and scale with the business. The Workforce Services Manager will also manage a small team of analysts & specialists, leading and supporting them in their day-to-day responsibilities.

Requirements

7+ years of experience in the Workforce Management space including forecasting, modeling, scheduling, and reporting for customer support teams.
5+ Years experience in a people management role, managing remotely distributed team
Exceptional communication and collaboration skills. Ability to effectively collaborate with stakeholders of all levels of seniority and tenure throughout the organization
Experience working in WFM tools (e.g., Playvox, Verint, Assembled), with a deep understanding of the technological aspects of its setup
Experience working with BPO organizations to staff and deliver world-class customer support operations.
Excellent data modeling and analysis skills
Experience managing others, and a passion for coaching, mentoring, and creating career opportunities for your team
Willingness to dig into the details and solve challenges collaboratively with your team

Nice To Haves

Experience with AI assistants and support optimization tools

Responsibilities

Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners
Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting
Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations
Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs
Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling
Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees

Benefits

Equity stake
Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
A WFH stipend to support your home office setup
Unlimited PTO
Up to 16 weeks of fully-paid family leave
401(k) matching program
Student loan support resources
Health, vision, dental, and life insurance
Up to $25k towards family building and reproductive health services
Gender-affirming care support program
$500 per year for wellness expenses
Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
$120 per month to spend on tickets to live events
Annual subscription to Spotify, Apple Music, or Amazon music