Senior Manager, Workforce Management

Job Summary

To lead and transform the Support Operations workforce ecosystem, the remote Senior Manager, Workforce Management will manage capacity planning, forecasting, and automation initiatives while collaborating with cross-functional teams to enhance operational efficiency and drive digital transformation.

Key responsibilities

• Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels
• Audit existing support workflows to identify inefficiencies and partner with technical teams to implement automation solutions
• Oversee daily execution of real-time management, scheduling, and queue performance to meet SLA/KPI targets

Required qualifications

• 5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics in a high-growth SaaS or technology environment
• 2 to 3+ years of direct people management experience with a track record of developing analytical talent
• Expert-level proficiency with modern WFM software and omni-channel routing
• Tangible experience in identifying operational inefficiencies and implementing automated solutions
• Strong SQL, Excel, or data visualization skills to translate data into actionable insights