Senior Manager, Workforce

TL;DR

Senior Manager, Workforce (Support Operations): Own end-to-end workforce strategy and execution for Support teams, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners. Focus on leading distributed team of analysts and specialists, optimizing WFM tools and processes, partnering cross-functionally, and using data storytelling to influence stakeholders.

Location: Remote - United States

Salary: $120,000 - $174,000 USD

Company

hirify.global is simplifying and modernizing the ticketing industry with technological savvy and fan-first attitude for live events.

What you will do

• Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance
• Lead and develop a distributed team of workforce analysts and specialists with coaching, mentorship, and clear priorities
• Create and improve workforce models for internal and BPO teams, partnering with Finance, Support, and Operations leadership
• Partner cross-functionally to optimize WFM tools, processes, and policies, modeling impact on efficiency, costs, and SLAs
• Serve as workforce subject-matter expert, using data storytelling to influence decisions and lead change management
• Manage people passionately, focusing on teaching, supporting, mentoring, and growing employees

Requirements

• 7+ years in Workforce Management including forecasting, modeling, scheduling, and reporting for customer support teams
• 5+ years in people management role, managing remotely distributed teams
• Exceptional communication and collaboration skills across all seniority levels
• Experience with WFM tools (e.g., Playvox, Verint, Assembled) and their technological setup
• Experience working with BPO organizations for customer support operations
• Experience with AI assistants and support optimization tools, excellent data modeling skills

Culture & Benefits

• Equity stake and discretionary annual bonus
• Flexible work: 100% remote or as many office days as desired, WFH stipend
• Unlimited PTO, up to 16 weeks fully-paid family leave
• 401(k) matching, student loan matching, comprehensive health, vision, dental, life insurance
• Up to $25k for family building and gender-affirming care, $500/year wellness expenses
• Subscriptions to Headspace, Headspace Care, One Medical; $120/month for live event tickets; annual music subscription