Senior Manager, Workforce Management

Responsibilities

• Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels
• Audit existing support volumes and workflows to identify automation opportunities
• Partner with technical teams to deploy RPA, tooling improvements, or AI agents
• Oversee daily execution of real-time management, scheduling, and queue performance
• Collaborate with Finance, Product, Engineering, and Enablement to align capacity with product releases
• Transform raw performance data into actionable business intelligence
• Partner with WFM analysts to foster a culture of data-driven decision-making

Requirements

• 5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics
• 2 to 3+ years of direct people management experience
• Expert-level proficiency with modern WFM software (e.g., Assembled, Nice InContact, Playvox, or Teleopti)
• Experience identifying operational inefficiencies and implementing automated solutions
• Strong SQL, Excel, or data visualization skills (Tableau, Looker)
• High business acumen to translate operational data into strategic implications

Preferred Qualifications

• Experience in a fast-paced technology ecosystem during rapid scale
• Degree in Industrial Engineering, Operations Research, Statistics, or Finance
• Experience implementing Generative AI support agents or conversational AI
• Society of Workforce Planning Professionals (SWPP) certification

Benefits

• Full medical benefits including dental and vision plans
• Equity packages in the form of stock options
• Technology allowance
• Flexible vacation and sick days

About the Company

Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis.