Manager, Workforce Operations

Whatnot
Phoenix, New York, San Francisco, Los Angeles
Workplace: HybridFull timeUSD 140,000 - 160,000 annuallyFunction: Business OperationsSkills: ["Data analysis","Cross-functional collaboration","Scenario modeling","Communication","Fast execution"]

Lead workforce planning and scheduling for the Trust & Risk organization, forecasting contact volume to determine headcount needs and aligning agent schedules to inbound demand and SLAs. Build and run reports on productivity and performance, partner with BPO teams to manage partner agent schedules, and own scenario modeling for staffing reallocations. Work with product and policy stakeholders to adapt staffing as new features launch, using data and strong SQL skills to drive decisions.

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FursaFursa
Whatnot
Whatnot
3 days ago

Manager, Workforce Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Lead workforce planning and scheduling for the Trust & Risk organization, forecasting contact volume to determine headcount needs and aligning agent schedules to inbound demand and SLAs. Build and run reports on productivity and performance, partner with BPO teams to manage partner agent schedules, and own scenario modeling for staffing reallocations. Work with product and policy stakeholders to adapt staffing as new features launch, using data and strong SQL skills to drive decisions.
Location: Phoenix, New York, San Francisco, Los Angeles
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Forecast staffing needs based on contact volume, SLAs, and headcount requirements.
  • •Lead tactical staffing by aligning agent schedules to inbound demand and managing time-off requests.
  • •Generate reports to track changes in productivity and performance.
  • •Collaborate with BPO partner leadership teams to manage partner agent schedules.
  • •Own scenario modeling for ad hoc staffing reallocations and what-if analyses.

Pay and Benefits

Salary: USD 140,000 - 160,000 annually
Perks:Health InsuranceDentalVisionRemote WorkHome Office401kPensionParental LeaveChildcareWellness StipendInternet StipendCell Phone

Key Requirements

  • •At least 6+ years of experience, with 4+ in Workforce Management.
  • •Strong data analysis skills, turning insights into action, and highly proficient in SQL.
  • •Experience in a fast-paced environment, preferably a startup.
  • •Proven experience working within Zendesk and other Customer Support systems.
  • •Exceptional written and verbal communication skills.
Experience:Workforce managementCustomer supportStartup
Skills:Data analysisCross-functional collaborationScenario modelingCommunicationFast execution
Tech Stack:SQLZendesk

Company Brief

Whatnot
Whatnot is a live-stream shopping marketplace connecting sellers and collectors for trading cards, toys, and collectibles. The platform hosts live auctions and interactive streams, enabling creators and small businesses to sell directly to engaged communities.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: United States
Founded: 2019
WebsiteLinkedIn