Program Manager, Workforce Planning

Responsibilities

• Build and maintain workforce planning processes, standards, governance, SOPs, and planning calendars, standardizing practices across Fleet Operations.
• Drive a structured planning cadence across Operations, Scheduling, Finance, HR, and Recruiting.
• Translate staffing plans from Forecasting and Capacity Planning into executable workforce activities — including for new launches, org changes, and strategic initiatives.
• Facilitate planning meetings, track action items, and drive decisions to closure.
• Partner with Finance to align workforce plans with monthly, quarterly, and annual cycles, including OP development, labor investment evaluation, and budget vs. actuals analysis.
• Coordinate workforce inputs for MBRs, QBRs, and annual OP development, surfacing recommendations to leadership.
• Build and maintain dashboards and reporting on workforce utilization, scheduling effectiveness, and labor performance; identify risks and gaps; and present insights to leadership.
• Serve as the WFM business partner — gathering requirements for system enhancements, partnering with HRIS/IT, and evaluating shift structures and scheduling strategies to improve utilization.
• Drive automation and continuous improvement initiatives that reduce manual effort and build scalable workflows.

Requirements

• Bachelor's degree in Business, Operations, Analytics, Engineering, Finance, Economics, or related field (or equivalent experience).
• 6+ years in workforce planning, WFM, operations planning, program management, or similar analytical roles.
• Experience supporting OP, MBR, and QBR planning cycles.
• Cross-functional experience with Operations, Finance, HR, Recruiting, and WFM teams.
• Hands-on experience with WFM platforms (UKG, NICE, Verint, or similar).
• Advanced SQL and/or Excel/Google Sheets skills; ability to build dashboards and drive data-informed decisions.
• Strong communicator — equally effective with frontline ops teams and executive leadership.
• Comfortable managing multiple priorities in a fast-moving, ambiguous environment.

Nice-to-Haves

• Background in fleet ops, logistics, AV operations, or contact center environments.
• Experience supporting 24/7 workforce operations.
• Familiarity with BI or data visualization tools (Tableau, Looker, etc.).
• Experience with labor planning or operational transformation initiatives.