Manager, Workforce Operations

About the role

We are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. You have experience forecasting contact volume and determining headcount requirements and schedules accordingly. You are customer-centric and you constantly make decisions using data. You also have experience working cross-functionally with product teams to understand what staffing requirements should look like when new policies or features are launching on the platform.

• Forecast staffing needs, taking into account contact volume, SLAs, and headcount requirements
• Lead tactical staffing, aligning agent schedules to inbound demand and managing time-off requests for the T&R organization
• Generate reports to show changes to productivity or performance
• Collaborate closely with BPO Partner leadership teams to manage partner agent schedules
• Own scenario modeling for adhoc staffing reallocations and ‘what if’ analyses

We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.

Requirements

• At least 6+ years of experience, with 4+ in Workforce Management
• Strong data analysis skills, turning data insights into action and highly proficient in SQL
• Experience in a fast-paced environment, preferably a startup
• Proven experience working within Zendesk and other Customer Support systems
• Exceptional written and verbal communication skills
• Ability to move remarkably fast with little structure and guidance

Benefits

• Generous Holiday and Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits
• Monthly allowance for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app
• All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!)
• Parental Leave: 16 weeks of paid parental leave + one month gradual return to work (company leave allowances run concurrently with country leave requirements which take precedence)

Pay

Compensation Range: $140K - $160K