Workforce Forecasting & Capacity Planning Manager

FanDuel • New York, NY

10h • Hybrid

About The Position

The Workforce Forecasting & Capacity Planning Manager leads the strategic forecasting and capacity planning function to ensure operational teams are optimally staffed to meet business demand. This role requires a data-driven leader who can balance analytical precision with people leadership, building a high-performing team that enables the organization to deliver exceptional service efficiently and effectively. The manager will drive forecasting accuracy, establish workforce planning frameworks, and act as a trusted advisor to senior leadership—translating complex data into actionable operational strategies. In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

Requirements

• Bachelor’s degree in Business, Mathematics, Statistics, Economics, Operations Management, or related field.
• 6+ years of experience in workforce management, forecasting, and capacity planning, including at least 2+ years in a leadership role.
• Experience leading teams in fast-paced, data-driven environments (contact center, shared services, or technology-driven operations preferred).
• Expertise with workforce management platforms (e.g., NICE, Verint, Genesys) and strong proficiency in analytical tools (Excel, SQL, Tableau, or Power BI).
• Proven ability to lead, motivate, and develop a high-performing analytical team.
• Exceptional strategic thinking and problem-solving skills.
• Strong communication and stakeholder management—capable of influencing at all organizational levels.
• Deep understanding of forecasting techniques, resource planning methodologies, and performance metrics.
• Continuous improvement mindset with strong operational discipline.

Nice To Haves

• Knowledge of sports and/or experience working within a heavily regulated industry is a plus

Responsibilities

• Lead the development of short-, medium-, and long-term demand forecasts across business units, using statistical modeling and advanced analytics.
• Oversee the creation and maintenance of capacity models that align staffing with business objectives, service level goals, and budgetary constraints.
• Partner with cross-functional leaders (Finance, Operations, HR, and Product) to integrate business initiatives and external factors into workforce planning assumptions.
• Continuously refine processes to improve accuracy, scalability, and transparency.
• Lead, coach, and mentor a team of analysts and forecasters/planners, fostering a culture of accountability, innovation, and continuous improvement.
• Establish clear goals, KPIs, and professional development plans for team members.
• Encourage collaboration and knowledge sharing across the team to drive operational excellence and efficiency.
• Serve as a key strategic partner to senior leadership, providing insights and recommendations that influence hiring and staffing.
• Communicate complex workforce concepts in a clear, compelling way to both technical and non-technical audiences.
• Lead capacity planning cycles and ad hoc scenario planning.
• Proactively identify risks and opportunities related to staffing, efficiency, and service delivery—and recommend mitigation strategies.
• Drive continuous improvement by evaluating existing workforce planning processes and introducing automation or technology enhancements where possible.
• Implement best practices in forecasting methodology, scenario modeling, and reporting frameworks.
• Deliver regular executive reports and presentations highlighting forecast accuracy, capacity utilization, and workforce efficiency.
• Translate data insights into actionable recommendations that drive performance improvements and operational stability.
• Ensure alignment between forecasted demand, hiring pipelines, and staffing plans across multiple business areas.

Benefits

• We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits.
• We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits, pet insurance, and more - check out all our benefits here: FanDuel Total Rewards.
• Benefits differ across location, role, and level.

What This Job Offers

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