Senior Associate, Workforce Planning

About the role

Maven is seeking a Senior Analyst, Workforce Management to oversee demand and supply forecasting across multiple member-facing services and workflows. This role requires ownership of workforce strategy, operational metrics, and workforce optimization.

Responsibilities

• Develop and improve complex demand forecasting models across multiple workflows and channels.
• Own supply forecasting and capacity planning, translating demand into staffing requirements by skill, shift, and channel, factoring in shrinkage, attrition, and ramp.
• Drive the ongoing planning cadence that hits service level targets while protecting unit economics, quantifying and communicating the cost/SL tradeoff to leadership.
• Drive forecast accuracy autonomously—modeling, back-testing, and iterating. Define the accuracy bar and raise it quarter over quarter.
• Build and maintain workforce reporting infrastructure and dashboards that give operational leaders real-time visibility, and use them to drive RCA when SL or cost variances occur.
• Identify gaps in current analytics and operational workflows, then drive solutions—not just recommendations.
• Create automated systems for tracking and reporting key performance metrics, leveraging AI tooling to reduce manual lift and increase signal quality.
• Develop Standard Operating Procedures to ensure processes are repeatable and scalable.
• Serve as the WFM partner to Finance, Operations leads, Product, and Analytics—gathering inputs, sharpening forecasts, and ensuring workforce decisions are grounded in data and aligned to organizational goals.

Requirements

• 2-3 years of WFM experience and/or 4-5 years of strategy experience at a tech company.
• You've owned forecasting and capacity planning across multiple channels and queues—executing someone else's plan is not acceptable.
• Experience managing intraday operations—monitoring real-time queues, adjusting staffing plans, communicating deviations, and executing mitigation tactics to protect SLAs.
• Demonstrated ability to drive RCA on SL misses and cost overruns—decomposing variances into drivers and turning findings into model and operational improvements.
• Ability to translate operational insights into system configuration recommendations, including routing logic, skill assignments, and WFM tool optimization to improve accuracy and workflow efficiency.
• Strong analytical skills and data storytelling—can present a clear narrative with data to operations, finance, and executive audiences.
• Experience analyzing large data sets to draw insights and inform operational decisions; advanced Excel/Sheets modeling.
• Self-directed: can scope the work, build the model, and drive adoption without being managed to it.
• Comfortable navigating ambiguity, unknowns, and moving fast.
• Operational mindset with ability to build efficient, repeatable processes.
• Exceptionally strong attention to detail.
• Clear verbal and written communication.

Qualifications

• Minimum qualifications: 2-3 years of WFM experience and/or 4-5 years of strategy experience at a tech company.
• Preferred qualifications: Experience forecasting across multiple workflows/channels, queues, or skill groups concurrently; experience with WFM platforms (NICE, Verint, Assembled, Playvox, Zendesk, or similar); Looker or similar BI software; scaled CX operations and B2C industry experience; exposure to AI/ML approaches for forecasting optimization or anomaly detection.

Pay

The base salary range for this role is $98,000 - $115,000 per year. You will also be entitled to equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Schedule

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in Boston, DC, Chicago, Seattle, and San Francisco, we encourage in-person collaboration by requiring team members to attend monthly Work Together Days within these cities.

Benefits

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Whole-self care through wellness partnerships.
• Hybrid work, in-office meals, and work together days.
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+).
• Annual professional development stipend and access to a personal career coach through Maven for Mavens.
• 401K matching for US-based employees, with immediate vesting.