Sr. Manager, WFM

19 hours, 46 minutes ago
Full-time
Lead
Customer and Technical Support
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Lead, develop, and scale a team of workforce analysts and schedulers across regions, establishing best practices, performance standards, governance, career paths, and development plans.
  • Develop and maintain short-, mid-, and long-term capacity models tied to revenue growth, seasonality, and product expansion.
  • Partner with Finance, People Ops, BI, and RevOps to drive headcount planning, hiring strategies, and scenario planning to support executive decision-making.
  • Forecast service-level performance and optimize staffing across Support, Success, Sales, and other customer-facing teams to balance service quality, cost efficiency, and employee experience.
  • Oversee real-time intraday management and cross-channel performance across geographies, improving forecast accuracy, shrinkage modeling, and utilization targets.
  • Establish KPIs and reporting frameworks to track adherence, occupancy, SLA attainment, and operational efficiency; identify gaps and lead improvement initiatives.
  • Serve as executive owner of the Assembled WFM platform and related tooling; drive system enhancements, integrations, automation, and reporting improvements.
  • Translate complex workforce analytics into clear, actionable insights and present recommendations to senior stakeholders and executive audiences; influence staffing for product launches and market expansion.

Requirements

  • 10+ years of Workforce Management experience in a high-growth, customer-facing organization.
  • 3+ years of experience leading WFM teams at scale.
  • Demonstrated experience building long-term capacity models and strategic headcount planning.
  • Hands-on expertise with WFM platforms; Assembled strongly preferred.
  • Strong financial and operational acumen with experience partnering cross-functionally with Finance and RevOps.
  • Advanced proficiency in Excel or Google Sheets with strong modeling skills.
  • Experience with BI tools such as Looker, Tableau, or Power BI (preferred).
  • Exceptional communication skills with the ability to influence senior stakeholders and present to executive audiences.
  • Proven ability to operate in a fast-paced, data-driven, remote-first environment.

Benefits

  • Remote-first work environment with a global team spanning 15+ countries.
  • Opportunity to work on a large-scale platform serving millions of businesses and handling high-volume data and messaging events.
  • Culture focused on collaboration, innovation, and career development with clear paths and performance frameworks.
  • Opportunity to lead and shape a scaling WFM function with visibility to senior leadership (executive-facing role).

Interested in this position?

Apply directly on the company website

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