Manager, Workforce Operations

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover collectibles, fashion, electronics, live plants, and more. Our sellers build real businesses across hundreds of categories, and we’re shaping live commerce at a scale never before seen in the West. As a remote co-located team inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia, we move fast, stay close to our users, and focus on high-impact work. We’re one of the fastest-growing marketplaces and were named the #1 Best Startup Employer in America by Forbes.

About the role

We are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. In this role, you will forecast contact volume, determine headcount requirements, and align agent schedules to inbound demand. You’ll collaborate cross-functionally with product teams to understand staffing needs for new policies or features, generate performance reports, and model scenarios for staffing reallocations. This role offers flexibility to work from home or one of our global office hubs, with a requirement to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.

• 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

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, and vision
• Work-from-home support and home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits and monthly wellness allowance
• 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 (use Whatnot as both a buyer and seller)
• 16 weeks of paid parental leave + one month gradual return to work (company leave allowances run concurrently with country leave requirements)

Pay

Compensation Range: $140K - $160K