Manager, Workforce Operations

About the role

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. As a remote co-located team, we move fast, stay close to our users, and focus on the work that drives the most impact.

We are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. You will forecast contact volume, determine headcount requirements, and align agent schedules to inbound demand. This role requires collaboration with product teams to understand staffing needs for new policies or features and working cross-functionally with BPO Partner leadership teams.

Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.

Responsibilities

• 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 ad-hoc staffing reallocations and ‘what if’ analyses
• Develop a deep understanding of our product by using Whatnot as both a buyer and a seller

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 and home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits and 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
• 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