Build and own the Workforce Management function for Support, establishing forecasting frameworks, staffing models, and workforce planning processes.
Develop demand forecasts across support channels using historical trends, product signals, and growth projections.
Build and maintain operational dashboards and reporting frameworks that provide visibility into support demand, workforce performance, and key operational trends.
Own headcount planning across both internal support teams and BPO partners, ensuring staffing aligns with service level targets and operational goals.
Design capacity models that account for productivity, shrinkage, onboarding ramp time, and operational complexity.
Own and optimize WFM tooling and systems that power forecasting, staffing, and workforce reporting.
Build dashboards and reporting frameworks to track workforce metrics such as service levels, utilization, shrinkage, and forecast accuracy.
Partner with Support leadership and Finance to translate business growth into hiring plans and staffing strategies.
Collaborate with vendor management teams to align BPO staffing plans with forecasted demand and service level requirements.
Establish processes for real-time workforce monitoring and intraday staffing adjustments.
Model and evaluate the impact of automation and AI tooling on support demand, agent productivity, and long-term workforce planning.

Requirements

5+ years of experience in workforce management, support operations, operations analytics, or similar roles within a technology company.
Strong expertise in demand forecasting, workforce modeling, and capacity planning for customer support organizations across multiple channels (tickets, chat, voice, or async).
Experience developing headcount strategies that balance service levels, operational efficiency, and cost-to-serve across both internal teams and outsourced/vendor support organizations.
Strong analytical capabilities with experience building forecasting models, operational dashboards, and workforce reporting using tools such as SQL, spreadsheets, or BI platforms.
Experience owning or administering workforce management platforms (e.g., NICE, Verint, Teleopti, Tymeshift, or similar) and integrating them with support tooling ecosystems.
Experience supporting globally distributed support organizations and planning coverage across regions and time zones.
Experience modeling the operational impact of automation, AI agents, or support deflection on workforce demand and productivity.
Demonstrated ability to translate operational data into clear staffing strategies and actionable insights for leadership.
Comfort operating as both a strategic owner and hands-on builder in scaling or high-growth operational environments.
Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve forecasting workflows, operational modeling, or workforce analytics.

Benefits

Competitive Salary & Equity
401(k) Program with a 4% match
Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonomous Work Environment
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
In Office Amenities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

demand forecastingworkforce modelingcapacity planningoperational dashboardsforecasting modelsworkforce reportingstaffing strategiesanalytical capabilitiesoperational efficiencycost-to-serve

Soft Skills

collaborationstrategic thinkinganalytical thinkingcommunicationleadershipproblem-solvingadaptabilitydecision-makingorganizational skillshands-on approach