Operations Manager, Workforce Strategy & Planning

Key Responsibilities

Workforce Management & Capacity Planning

• Run demand forecasting and capacity planning using AI model outputs - validate projections, apply bias corrections, and translate forecasts into interval-level staffing plans. Inputs include demand trends, seasonality, product launches, and marketing activity.
• Maintain, update, and improve existing staffing models (headcount-to-volume alignment, SLA modeling, scenario planning) as inputs change.
• Build and distribute weekly schedules; coordinate with Team Leads on shift coverage, gaps, and real-time adjustments.
• Drive resource planning for new initiatives, including shift coverage for new channels, skill-based routing changes, and staffing implications of product or geographic launches.
• Own BPO forecast and capacity planning: translate volume projections into vendor capacity needs and flag misalignment early.
• Process contractor invoices on cadence.
• Manage schedule publishing and headcount updates.

Operational Optimization

• Co-own the monthly Finance labor cost model review, prepare inputs, flag variances, maintain the rolling forecast.
• Work with Product, Engineering, Marketing and Support teams to stay ahead of feature rollouts and changes that will impact volume or staffing needs, and feed those inputs into the forecasting and planning cycle.
• Deliver hiring plan recommendations tied to volume projections, attrition trends, and batch hiring constraints.
• Track and report on OKRs: prepare leadership updates, maintain KR tracking, flag risks to targets.

Stakeholder & System Coordination

• Serve as the primary WFM point of contact for Ops leadership, Finance, and cross-functional partners during the engagement.
• Collaborate with Data Science on predictive model refinement and operational dashboard development.
• Maintain recurring operational reporting cadences.

Qualifications

• 4+ years in workforce management, capacity planning, or workforce operations.
• Experience scaling support functions in high-growth companies.
• Strong modeling skills and comfort with large datasets. Experience with BI tools (Databricks, Looker, Tableau, or similar) are a plus.
• Experience managing or coordinating BPO vendors: capacity planning, performance tracking, invoice reconciliation.
• Familiarity with WFM tools, helpdesk platforms (Intercom), and HRIS/scheduling systems (Rippling).
• Demonstrated ability to work cross-functionally with Finance, Marketing, Product, and Data teams.
• Strong operational reporting skills.
• Comfortable stepping into an established system.

Nice-to-Haves

• Healthcare or digital health experience.