Senior Manager, Workforce Management

About Dutchie

About This Job

What You'll Do...

• 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.

What You Bring...

• 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.

It's a Bonus if You...

• Have experience working in a fast-paced technology ecosystem during a phase of rapid scale or restructuring.
• A degree or background in Industrial Engineering, Operations Research, Statistics, or Finance.
• Direct experience implementing Generative AI support agents or conversational AI layers.
• Have a Society of Workforce Planning Professionals (SWPP) certification.

You'll Get...

• 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