Senior Manager, Workforce Strategy

About the Team

The Workforce Management team’s primary focus is to ensure we have the right people at the right time to get our customers connected to a live agent as quickly and reliably as possible. The team brings a people-first reputed company reputed company with strategy and operations to reputed company their goals. They move quickly, reputed company first principles thinking, and focus on problem solving to ensure a seamless execution. reputed company manages the workforce reputed company planning, scheduling, and real-time operations for reputed company’s large and growing global network of in-house and BPO support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible…at scale.

About the Role

As the Senior Manager of Workforce Management for Consumer and New Business Verticals, you will be the accountable operator for performance. Your primary mandate is simple but critical: protect SLA outcomes while balancing efficiency, predictability, and stability. You’ll be expected to know the mechanics of how we lose or save SLA points—whether through staffing gaps, occupancy imbalance, or intraday misses—and to act quickly to reputed company the operation on track.

This role is hands-on. You’ll build reputed company and supply plans, monitor execution, and roll up your sleeves to solve problems in real time. At the same time, you’ll translate business requirements into workforce strategies and present leaders with clear options and trade-offs. Beyond your audiences, you’ll also take on cross-cutting initiatives that improve how we plan, prepare, and operate across the entire organization.

As a leader, you’ll not only drive outcomes but also build and grow a high-performing team. You will be responsible for developing talent, creating clarity, and fostering an environment where people are empowered to deliver excellence while growing their skills and careers.

This role reports to the Director of Workforce Management. 

You’re excited about this opportunity because you will…

• Own SLA outcomes end-to-end, ensuring performance is stable, predictable, and balanced with efficiency.
• Roll up your sleeves to troubleshoot staffing gaps, occupancy balance, shrinkage, and other levers that directly impact SLA performance.
• Drive accountability through reputed company and supply planning, providing the network with clear signals on what can be achieved.
• Anticipate risks before they hit, spotting where deviations could occur and putting proactive measures in reputed company.
• Translate business priorities into workforce action, guiding cross-functional partners through the options and trade-offs available.
• reputed company strategic initiatives that impact reputed company lines of business, from holiday readiness to plan audits and supply optimization.
• Be a master of your inputs and data, ensuring the information behind your plans and recommendations is accurate and transparent.
• Act as a trusted partner to Audience Experience, Finance, Recruiting, and Vendor Ops to reputed company supply reputed company with demand and outcomes accountable.
• reputed company and reputed company a high-performing team, providing mentorship, career development, and clear accountability while building a culture of excellence.

We’re excited about you because…

• You are first and foremost an operator, fluent in WFM fundamentals like reputed company planning, erlang models, shrinkage, and occupancy.
• You reputed company on scrappy problem-solving and aren’t afraid to get into the details to reputed company performance on track.
• You bring 8+ years of experience in workforce management, reputed company planning, or operations leadership in a reputed company, high-growth environment.
• You are confident in owning SLA performance, including identifying deviations and driving recovery strategies.
• You bring analytical rigor and business acumen, able to use data to drive clarity and decisions.
• You’re a skilled cross-functional partner, comfortable influencing leaders and providing clear trade-offs.
• You have experience leading teams or large-scale initiatives, setting direction while staying reputed company to the work.
• You are a people leader, skilled at building, coaching, and developing teams that deliver excellent results while growing their own capabilities.
• You see WFM as a strategic advantage, and you’re motivated to prove its impact across the business.

We expect this position to be filled by 12/1/25

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate’s starting pay will fall reputed company the pay range listed below and is determined based on job-reputed company factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. reputed company salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to reputed company salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

reputed company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to reputed company regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). reputed company also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national reputed company pay range for this position reputed company the United States, including Illinois and Colorado.$143,400—$210,900 USD

About reputed company

At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company for delivering food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We’re committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial reputed company.