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Senior Manager, Workforce

2 weeks, 6 days 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 37

Description

  • Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance across variable demand.
  • Lead and develop a distributed team of workforce analysts and specialists through coaching, mentorship, and clear priorities.
  • Create, maintain, and continuously improve workforce models for internal and BPO teams.
  • Partner with Finance, Support, and Marketplace Operations leadership to turn business priorities into hiring, resourcing, and budget recommendations.
  • Work cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to improve WFM tools, processes, and policies.
  • Model and communicate the impact of workforce changes on efficiency, costs, and SLAs.
  • Serve as the workforce subject-matter expert and use data storytelling to influence senior stakeholders and drive operational decisions.
  • Lead change management for workforce-related initiatives and tooling.
  • Support and grow employees by teaching, mentoring, and providing day-to-day guidance.

Requirements

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

Benefits

  • Equity stake and equity eligibility.
  • Discretionary annual bonus based on individual and company performance.
  • Flexible work environment with the option to work remotely full-time or come into the office as desired.
  • WFH stipend to support home office setup.
  • Unlimited PTO.
  • Up to 16 weeks of fully paid family leave.
  • 401(k) matching and a student loan matching program.
  • Health, vision, dental, and life insurance, plus up to $25k toward family building, reproductive health services, and gender-affirming care.
  • $500 per year for wellness expenses and subscriptions to Headspace, Headspace Care, and One Medical.
  • $120 per month for live event tickets and an annual subscription to Spotify, Apple Music, or Amazon Music.
  • Salary range of $120,000 to $174,000 USD.

Interested in this position?

Apply directly on the company website

Apply Now

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