Manager, Workforce Management & Support Insights

TL;DR

Manager, Workforce Management & Support Insights: Building and owning the workforce planning function that ensures the Support organization can meet customer demand efficiently while maintaining exceptional service quality with an accent on forecasting demand and planning headcount. Focus on scaling support while maintaining strong service levels and operational efficiency.

Location: Hybrid (Foster City, CA). In office M,W,F

Salary: $150K – $200K

Company

hirify.global is the agentic software creation platform that enables anyone to build applications using natural language.

What you will do

• 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.

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.

Nice to have

• Experience working in developer tools, SaaS infrastructure, or highly technical product environments.
• Experience partnering on support tooling, automation initiatives, or operational analytics infrastructure.

Culture & Benefits

• Competitive Salary & Equity
• 401(k) Program with a 4% match
• Health, Dental, Vision and Life Insurance
• Paid Parental, Medical, Caregiver Leave
• Flexible Time Off (FTO) + Holidays
• Autonomous Work Environment