Manager, Workforce Planning

About the Team

Our Workforce Management team's primary focus is to ensure we have the right people in the right place at the right time, so customers, merchants, and delivery partners get help as quickly and reliably as possible. The team brings a people-first mindset paired with strategy and operations to achieve its goals, moving quickly, applying first-principles thinking, and focusing on problem-solving to ensure seamless execution. The team manages workforce capacity planning, scheduling, and real-time operations for a large and growing global network of in-house and outsourced support centers, with the goal of delivering an outstanding customer experience reliably, at scale.

About the Role

As a Manager, Workforce Planning, you will lead a team of Workforce Planners, Schedulers, and Real Time Analysts (typically 5-7 direct reports), owning workforce planning and performance across an integrated scope that spans in-house and outsourced/vendor sites. You'll set direction for your team, own KPI performance, and partner cross-functionally to keep staffing supply aligned with business priorities.

This role flexes across two tracks depending on team needs and where your strengths lie: an Audience-facing track, where you act as the primary bridge between a specific line of business and the Workforce Management function, translating business goals into capacity plans and performance reporting; and a Technical track, where you directly supervise the team of planners who build the forecasts and schedules for all in-house and outsourced sites, focusing on the technical accuracy of capacity models and the tools behind them. Both tracks require a leader who can navigate ambiguity, identify root causes through data, and manage up and across with clarity and confidence.

You're excited about this opportunity because you will…

• Manage and develop a team of Workforce Planners, Schedulers, and Real Time Analysts (typically 5-7 direct reports), setting clear priorities and holding the team accountable to results
• Own capacity plans and scheduling coverage across an integrated scope spanning in-house and outsourced/vendor sites
• Own KPI performance — service level, occupancy, over/under staffing, and quality — and lead root-cause analysis and recovery planning when performance slips
• Anticipate staffing risks and deviations before they affect service, and put proactive mitigation plans in place
• Lead goal-setting for your area and track progress, translating results into clear updates for leadership
• Partner cross-functionally to align staffing supply with evolving business priorities, and drive process and efficiency improvements
• Communicate performance, blockers, and root causes clearly to leadership while maintaining strong cross-functional relationships

• Act as the primary bridge between your assigned line of business and the Workforce Management function
• Translate business goals into capacity plans and performance reporting that keep service levels on track
• Manage outsourced/vendor relationships tied to your audience, holding partners accountable to staffing commitments and service level targets
• Build trust and influence with business stakeholders, surfacing trade-offs and risks clearly and proactively

• Directly supervise the team of planners building forecasts and schedules for all in-house and outsourced sites
• Own the technical accuracy of capacity models, forecasting methodology, and underlying assumptions
• Ensure planning tools and systems are used to their full potential, and lead improvements to the models, templates, and tools themselves
• Translate high-level goals into precise, data-driven staffing blueprints the broader team can execute against

We're excited about you because…

• You have 5-7 years of experience in workforce management, capacity planning, or operations, including experience leading or directly managing a team
• You're fluent in workforce management fundamentals: capacity planning, forecasting, scheduling, shrinkage, and occupancy
• You bring strong analytical rigor and are comfortable with data tools such as SQL, Excel, and Tableau
• You have a track record of driving measurable performance improvements across cross-functional teams
• You're a confident, clear communicator, able to influence and align stakeholders across functions and levels
• You thrive in fast-paced, ambiguous environments and enjoy solving complex problems
• You're a people leader at heart — skilled at coaching and developing others while staying close to the work
• You have a Bachelor's degree or equivalent practical experience
• You have experience managing outsourced/vendor relationships, including staffing commitments and service level accountability

• You're a skilled business partner, comfortable owning KPI outcomes and communicating trade-offs to stakeholders outside of WFM
• You bring hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, or Aspect) and forecasting/capacity modeling methodology

• You've improved planning tools, models, or templates, and enjoy going deep on the technical mechanics behind a capacity plan