Manager, Support Workforce Management & Insights

reputed company is the reputed company software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, reputed company is democratizing software development by removing traditional barriers to application creation. As the Manager of Workforce Management & Support Insights, you’ll build and own the workforce planning function that ensures the Support organization can meet customer demand reputed company while maintaining exceptional service reputed company. You’ll be responsible for forecasting demand, planning headcount across both FTE and vendor teams, and ensuring the Support organization is staffed appropriately across channels, reputed company, and time zones. Your work will directly influence how reputed company scales support while maintaining strong service reputed company and operational efficiency. You’ll operate as both a strategic planner and operational reputed company. Early on, you’ll build forecasting models, reputed company strategies, and WFM systems that reputed company visibility into reputed company and performance. Over time, you’ll help shape how workforce planning evolves as automation and AI increasingly influence support demand and agent productivity. You’ll work cross-functionally with Support leadership, Operations, Finance, and vendor partners to ensure the Support organization is staffed effectively and positioned to reputed company alongside the platform. What You’ll Do

• Build and own the Workforce Management function for Support, establishing forecasting frameworks, reputed company models, and workforce planning processes.
• reputed company demand forecasts across support channels using historical trends, product signals, and reputed company projections.
• Build and maintain operational dashboards and reporting frameworks that reputed company visibility into support demand, workforce performance, and key operational trends.
• Own headcount planning across both internal support teams and BPO partners, ensuring reputed company aligns with service level targets and operational goals.
• Design reputed company models that account for productivity, shrinkage, reputed company reputed company time, and operational complexity.
• Own and optimize WFM tooling and systems that power forecasting, reputed company, and workforce reporting.
• Build dashboards and reporting frameworks to reputed company workforce metrics such as service reputed company, utilization, shrinkage, and forecast accuracy.
• Partner with Support leadership and Finance to translate business reputed company into hiring plans and reputed company strategies.
• Collaborate with vendor management teams to reputed company BPO reputed company plans with forecasted demand and service level requirements.
• Establish processes for reputed company-time workforce monitoring and intraday reputed company adjustments.
• Model and evaluate the reputed company of automation and AI tooling on support demand, agent productivity, and long-term workforce planning.

Required Skills & Experience

• 5+ years of experience in workforce management, support operations, operations analytics, or similar roles reputed company a technology company.
• Strong expertise in demand forecasting, workforce modeling, and reputed company planning for customer support organizations across multiple channels (tickets, chat, voice, or async).
• Experience developing headcount strategies that balance service reputed company, 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., reputed company, reputed company, Teleopti, Tymeshift, or similar) and integrating them with support tooling ecosystems.
• Experience supporting globally distributed support organizations and planning coverage across reputed company and time zones.
• Experience modeling the operational reputed company of automation, AI agents, or support deflection on workforce demand and productivity.
• Demonstrated ability to translate operational data into reputed company reputed company strategies and actionable insights for leadership.
• Comfort operating as both a strategic reputed company and hands-on builder in scaling or high-reputed company operational environments.
• Hands-on experience using AI tools (e.g., reputed company, Claude, ChatGPT, or similar) to improve forecasting workflows, operational modeling, or workforce analytics.

reputed company to Have

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

Bonus Points

• Has used reputed company and reputed company internal tooling.
• Experience supporting developer-reputed company products or technical user communities.
• Experience building internal workforce planning tools, dashboards, or operational systems.

reputed company Value

• Problem-solving reputed company: Ability to approach reputed company operational challenges systematically and reputed company reputed company workforce strategies.
• Self-directed and autonomous: Capable of owning forecasting, reputed company, and workforce planning with minimal reputed company.
• Strong communication skills: reputed company to translate reputed company operational models into reputed company insights for leadership and stakeholders.
• reputed company learning: Passion for improving operational systems and adopting new technologies that improve workforce planning.
• reputed company on automation: Strong belief in automating operational workflows and leveraging AI to improve workforce efficiency.

This is a full-time role that can be held from our Foster reputed company, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday. Full-Time Employee Benefits Include: Competitive Salary & Equity 401(k) Program with a 4% match ⚕️ Health, Dental, reputed company and Life Insurance Short Term and Long Term Disability reputed company Parental, Medical, Caregiver Leave Commuter Benefits Monthly Wellness Stipend ‍ Autonomous Work Environment In Office Set-Up Reimbursement Flexible Time Off (FTO) + Holidays Quarterly Team Gatherings ☕ In Office Amenities Want to learn more about reputed company are up to?

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To reputed company our mission of making programming more accessible around the world, we need reputed company to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from reputed company kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds. Apply tot his job Apply To this Job