Senior Manager, Workforce Management

Resident

1d•$105,000 - $130,000•Remote

About The Position

The Senior Manager, Workforce Management will play a critical role in shaping and scaling the workforce strategy for our fast-growing, data-driven eCommerce organization. This role sits at the intersection of customer experience, operations, finance, and analytics, owning how our virtual contact center evolves to support rapid growth across multiple brands and channels. In this highly collaborative role, you will lead enterprise-wide workforce planning and performance for our virtual contact center, ensuring service level commitments are met through advanced forecasting, agile capacity planning, and disciplined financial management. You will work closely with Executive Leadership, Operations, Data, Finance, and Brand partners to translate business growth, seasonality, and strategic priorities into scalable workforce solutions that balance customer experience, efficiency, and cost. This is an exciting opportunity for a strategic workforce leader who thrives in high-growth environments, enjoys solving complex problems with cross-functional partners, and wants to make a visible impact on how a modern eCommerce business scales its customer experience.

Requirements

6+ years of progressive experience in workforce management, contact center operations, or capacity planning, including senior-level ownership of forecasting and real-time performance.
Demonstrated experience leading workforce strategy in complex, multi-channel contact center environments.
Hands-on experience with workforce management and forecasting platforms (e.g., Assembled, NICE, Five9, Intercom, Avaya, or similar WFM tools).
Strong interpersonal skills with the ability to bring an upbeat, professional, and respectful approach to internal and external customers
Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations
Experience working with a BPO or hybrid team
Demonstrates curiosity and adaptability in adopting new technologies and AI solutions to support evolving business needs and future growth
Able and willing to travel internationally and domestically several times/year

Nice To Haves

Experience supporting high-growth DTC, e-commerce, or consumer-focused organizations strongly preferred.

Responsibilities

Own and lead the end-to-end workforce management strategy, including scheduling, shift design, PTO/VTO governance, and short- and long-term capacity planning across all contact channels and brands.
Establish and mature agile forecasting practices by partnering with Data and Operations to design, refine, and scale predictive demand and capacity models that anticipate business shifts and growth.
Provide executive oversight of real-time performance management, ensuring queue health, productivity, and customer experience objectives are consistently met while empowering operational teams to execute effectively.
Define and evolve workforce performance measurement frameworks, delivering executive-ready insights on key metrics (AHT, EACW, Adherence, Hold Time, SLA performance, cost per contact, etc.), and proactively surfacing risks, trends, and opportunities.
Own service level strategy and governance, balancing customer experience, operational efficiency, and cost optimization while driving continuous improvement initiatives.
Lead workforce-related financial planning in partnership with Finance and Data teams, including headcount modeling, annual operating plans, long-range forecasts, and ongoing management of internal labor and BPO spend.
Drive enterprise-level efficiency initiatives, including routing optimization, automation opportunities, staffing utilization, vendor strategy, and structural improvements to reduce cost per contact.
Serve as the workforce planning lead for enterprise initiatives such as new channel launches, platform migrations, testing, and major operational changes, ensuring organizational readiness and scalable staffing models.
Act as a trusted strategic advisor to senior and executive leadership, translating workforce data into clear recommendations that support growth, agility, and operational resilience.
Build, mentor, and develop a high-performing workforce management team, establishing best practices, career paths, and a culture of accountability, innovation, and continuous learning.