Workforce Manager, Support (AI)

Location: Remote - United States; 100% remote workplace

Base salary: $100,000–$130,000 USD per year

Company

Owner is an AI-native SaaS platform helping independent restaurants and other local businesses manage websites, online ordering, CRM, POS, and operations.

What you will do

• Own short-, medium-, and long-term demand forecasting and capacity planning across phone, email, chat, SMS, and support casework.
• Develop interval-level staffing models by channel, skill, and support tier using Erlang C and workload-based capacity methodologies.
• Lead scheduling across distributed teams, including shifts, breaks, PTO, training, weekends, holidays, overnight operations, and schedule adherence.
• Establish real-time workforce monitoring, intraday reforecasting, staffing adjustments, escalation procedures, and contingency plans.
• Implement, configure, and optimize workforce management tools, integrations, reporting, and documented operating procedures.
• Partner with Support leadership, Finance, Recruiting, and Analytics on headcount plans, hiring timelines, budgets, performance reviews, and corrective actions.

Requirements

• 5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function.
• Expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis in a high-volume, multichannel support environment.
• Understanding of Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.
• Advanced proficiency in Excel or Google Sheets with experience developing and maintaining complex staffing and capacity models.
• Hands-on experience implementing, configuring, or administering workforce management platforms.
• Strong analytical skills and the ability to turn operational data into staffing and performance recommendations.
• Experience supporting distributed teams, skill-based routing, and complex scheduling requirements.
• Proven ability to improve forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.
• Strong communication, cross-functional collaboration, and operational ownership.

Nice to have

• Experience building workforce management capabilities in a high-growth SaaS or technology company.
• Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms.
• Familiarity with Salesforce, Intercom, or comparable customer support platforms.
• Proficiency in SQL, Snowflake, or business intelligence tools.
• Experience evaluating AI and automation impacts on contact demand and staffing requirements.

Culture & Benefits

• Remote-first, global company with this role designated as remote in the United States.
• Comprehensive health coverage.
• Unlimited paid time off.
• Additional company perks.