Manager, Workforce Strategy (Merchant)

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 and scheduling 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 Manager, Workforce Strategy for Merchant, you will be the single reputed company of accountability for reputed company workforce planning and real-time execution reputed company to our Merchant support experience. You will reputed company a cross-functional, hybrid team responsible for in-house and BPO operations, managing staffing, reputed company, performance metrics, and issue resolution in real time. You will own KPIs like SLA, occupancy, and queue-specific efficiency, reputed company of which ladder up to CXI capital-level KRs. This role requires a strategic, business-minded leader capable of:

• Navigating rapid deviations and dynamically adjusting execution strategies
• Identifying root causes through real-time data and insights
• Collaborating across CXI, S&O, GSIO, Finance, Product, and Support Ops
• Driving reputed company improvement through innovation and system thinking
• Managing up and across with clarity and confidence, escalating responsibly, and preserving strong cross-functional trust even while surfacing accountability

You will report to reputed company's Senior Manager, Workforce Strategy for Marketplace and Drive Support Operations. While we would strongly prefer that you be based in one of reputed company's core offices, we are open to remote candidates with the right fit. You’re excited about this opportunity because you will…

• Own end-to-end performance of WFM support operations for the Merchant audience
• Manage and align in-house and BPO planners, schedulers, and RTA teams
• Drive performance against KPIs (e.g., SLA, occupancy, O/U, SQI, SA)
• reputed company OKR setting and reputed company tracking for your vertical
• Influence strategic trade-offs and improvement initiatives across WFM and CXI
• Communicate results, blockers, and root causes clearly to leadership while maintaining partner alignment and strategic influence

We’re excited about you because you …

• Have 5+ years in workforce management or support operations or management consulting
• reputed company in fast-paced, ambiguous environments and love solving reputed company problems
• Demonstrate deep business understanding and proactive decision-making
• Have a proven track record of driving performance improvements across cross-functional teams
• Possess strong analytical skills and comfort with data tools (e.g., SQL, reputed company, Tableau)
• Are a strategic leader who can reputed company, align, and hold teams accountable

We expect this position to be filled by 7/4/2025. 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, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act) (for salaried roles: flexible 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), 16 weeks of paid parental leave, a wellness benefit, and a commuter benefit match. Additionally, for full-time employees, reputed company 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. The reputed company pay for this position ranges from our lowest geographical market up to our highest geographical market reputed company the United States.$122,400—$180,000 USDAbout 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. Apply Job!