Director of Workforce Management

Summary

Join Brightside as the Director of Workforce Management and lead the design and execution of a world-class WFM function for our multi-channel communication center. You will build the WFM strategy from the ground up, developing capacity models, rebuilding our reporting infrastructure, and implementing automation. This high-impact role requires cross-functional collaboration with Product, Client Services, Analytics, and Technology teams. You will own the end-to-end WFM strategy, build and lead a high-performing team, and develop predictive models. The ideal candidate possesses 10+ years of WFM experience in a high-volume, multi-channel environment and a deep understanding of intraday staffing management. This role offers the opportunity to build a function from the ground up in a growing startup.

Requirements

• 10+ years of Workforce Management experience, including direct ownership of forecasting, capacity planning, real-time operations, and intraday management in a high-volume, multi-channel environment
• Deep understanding of intraday staffing management, PTO and attendance tracking, and capacity loss analysis
• Expertise in async-first operations, with proven success leading support models where chat, email, and messaging are the dominant contact channels
• Advanced capacity modeling skills, including from-scratch model design, scenario planning, and the ability to operationalize insights across complex teams
• Proven track record of evaluating, implementing, and scaling WFM tools and automation solutions to improve forecasting accuracy, staffing efficiency, and operational workflows
• Demonstrated experience working cross-functionally with Product and Engineering teams to rebuild or enhance routing workflows and support operational system improvements
• Strong data acumen with experience rebuilding reporting frameworks, rethinking KPI structures, and designing dashboards to enable better decision-making
• Experience with enterprise WFM platforms (e.g., Assembled, Verint, Genesys) and CRM/messaging platforms (e.g., Salesforce, Intercom, Zendesk), including leading transitions or integrations
• Skilled in presenting workforce insights to executive stakeholders and influencing business decisions through clear, strategic communication
• Proven leadership of cross-functional initiatives that drive measurable, org-wide impact

Responsibilities

• Own the end-to-end WFM strategy, including forecasting, capacity planning, real-time management, and scheduling for a primarily digitally-driven support model
• Build, lead, and mentor a high-performing WFM function, starting with foundational systems and scaling as the business grows
• Establish the operational rhythm and KPIs for long-range and short-term workforce planning
• Develop and lead a high-performing team of WFM Analysts and Specialists who support the day-to-day and intraday operations of the business, including PTO tracking, attendance, and capacity loss analysis
• Build and maintain scalable, dynamic capacity models that account for channel mix, contact type, handle time, seasonality, SLAs, and productivity goals
• Partner with Analytics to generate accurate contact volume forecasts and scenario plans that drive headcount and hiring recommendations
• Develop predictive models to support Product and business planning across functions
• Identify and implement automation opportunities across WFM operations, including scheduling, real-time adherence, and intraday management
• Evaluate and integrate WFM technologies that support a modern and efficient communications center (e.g., AI forecasting, workload balancing, scheduling automation)
• Partner with Product and Engineering to support the rebuild and maintenance of intelligent routing workflows and to scale new messaging platforms
• Act as a strategic partner to Product, Engineering, Client Services, and Finance to align workforce planning with broader business goals and initiatives
• Lead gap assessments across people, process, and technology to propose and drive enterprise-level solutions
• Rebuild the reporting infrastructure from the ground up, including re-envisioning core KPIs and reporting requirements that reflect evolving business priorities
• Deliver actionable insights through dashboards and regular reporting to track efficiency, adherence, shrinkage, utilization, and staffing performance
• Provide data-driven recommendations to optimize operations, improve the customer experience, and guide leadership decisions
• Lead the redesign and implementation of dashboards that meet the needs of multiple stakeholders and support operational visibility

Preferred Qualifications

• Experience in early- or growth-stage companies where you've built WFM processes and reporting systems from the ground up
• Experience integrating AI or GPT-style tooling into WFM or operations environments
• Familiarity with reimagining KPIs and implementing new dashboarding tools that meet evolving business needs across multiple teams

Benefits

• Remote, safe, fun & inclusive work environment
• Competitive benefit plan including generous time off
• Medical
• Dental
• Vision
• Short/long term disability
• Life insurance
• Commuter options
• 401(k) plan