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Senior Manager, Workforce

1 hour, 58 minutes ago
United States
Full-time
Lead
Operations Manager
Data Science and Analytics
Apply Now
SeatGeek

SeatGeek

SeatGeek is a ticket search engine that enables users to find and purchase tickets for live sports, concert, and theater events. Founded in 2009, SeatGeek offers a Deal Score feature to help users find the best ticket deals, interactive seating charts ...

Media
251-1K
Founded 2009
$400M raised
View All Jobs 9

Description

  • Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance.
  • Lead and develop a distributed team of workforce analysts and specialists through coaching, mentorship, and priority-setting.
  • Create, maintain, and improve workforce models for internal and BPO teams in partnership with Finance, Support, and Marketplace Operations leadership.
  • Translate business priorities into hiring, resourcing, and budget recommendations.
  • Partner cross-functionally to optimize WFM tools, processes, and policies, and evaluate their impact on efficiency, costs, and SLAs.
  • Serve as the workforce subject-matter expert and use data storytelling to influence senior stakeholders and operational decisions.
  • Lead change management for workforce-related initiatives and tooling.
  • Support team members in their day-to-day responsibilities and growth as a people manager.

Requirements

  • 7+ years of experience in workforce management, including forecasting, modeling, scheduling, and reporting for customer support teams.
  • 5+ years of people management experience, including managing a remotely distributed team.
  • Strong communication and collaboration skills with the ability to work across all levels of seniority and tenure.
  • Experience using WFM tools such as Playvox, Verint, or Assembled, with a deep understanding of tool setup.
  • Experience working with BPO organizations to staff and deliver customer support operations.
  • Experience with AI assistants and support optimization tools.
  • Strong data modeling and analysis skills.
  • Experience coaching, mentoring, and creating career opportunities for team members.
  • Willingness to dig into details and solve challenges collaboratively with the team.

Benefits

  • Equity stake.
  • Discretionary annual bonus.
  • Flexible work environment, including hybrid or fully remote work options.
  • WFH stipend for home office setup.
  • Unlimited PTO.
  • Up to 16 weeks of fully paid family leave.
  • 401(k) matching.
  • Student loan matching program.
  • Health, vision, dental, and life insurance.
  • Up to $25,000 toward family building, reproductive health services, and gender-affirming care.
  • $500 per year for wellness expenses.
  • Subscriptions to Headspace, Headspace Care, and One Medical.
  • $120 per month for tickets to live events.
  • Annual subscription to Spotify, Apple Music, or Amazon Music.

Interested in this position?

Apply directly on the company website

Apply Now

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