Senior Manager, Workforce Management

Dutchie

Strategic Senior Manager for workforce management at Dutchie, enhancing support operations and embracing automation. Driving operational excellence and collaboration across finance and product teams.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $125,000 - $160,000 per yearWebsite

Tech Stack

Tools & technologies

ErlangRPASQLTableau

About the role

Key responsibilities & impact

Strategic Workforce Architecture: Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring our human footprint scales efficiently alongside business growth.
Automation & Deflection Roadmap: Audit existing support volumes and workflows to identify the heaviest "human time-sucks." Partner with technical teams to deploy robotic process automation (RPO/ RPA), tooling improvements, or AI agents to handle triaged tasks.
Operational Excellence: Oversee the daily execution of real-time management, scheduling, and queue performance. Ensure SLA/KPI targets are met while maintaining healthy agent utilization and sustainable workloads.
Cross-Functional Optimization: Collaborate with Finance, Product, Engineering, and Enablement to align workforce capacity with product releases, promotional cycles, and engineering rollouts.
Data & Insights Engine: Transform raw performance data into actionable business intelligence. Build a feedback loop that informs product teams exactly where users face systemic friction based on volume spikes.
Team Dynamics: Partner with a high-performing team of WFM analysts, fostering a culture of data-driven decision-making and continuous process improvement.

Requirements

What you’ll need

5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics, ideally within a high-growth SaaS, marketplace, or technology environment.
2 to 3 + years of direct people management experience, with a proven track record of scaling teams and developing analytical talent.
The "Nuts & Bolts" Mastery: Expert-level proficiency with modern WFM software (e.g., Assembled, Nice InContact, Playvox, or Teleopti), omni-channel routing, and Erlang configurations.
An Automation Mindset: Tangible experience identifying operational inefficiencies and successfully collaborating with engineering or systems teams to implement automated solutions (AI agents, API integrations, or CRM macro optimization).
Advanced Analytics Skills: Strong SQL, Excel, or data visualization skills (Tableau, Looker). You don’t just pull data; you translate it into an operational narrative.
High Business Acumen: Ability to translate complex operational data into precise financial and strategic implications for executive leadership.

Benefits

Comp & perks

Full medical benefits including dental and vision plans to ensure you always have the best care.
Equity packages in the form of stock options to all employees.
Technology (hardware, software, reading materials, etc..) allowance
Flexible vacation and sick days

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Workforce ManagementCapacity PlanningOperations AnalyticsRobotic Process AutomationSQLExcelData VisualizationErlang ConfigurationsOmni-channel RoutingAnalytical Talent Development

Soft Skills

Data-driven Decision-makingTeam ManagementCollaborationStrategic ThinkingOperational ExcellenceCommunicationProblem SolvingProcess ImprovementBudgetingForecasting