Workforce Management Program Manager — WordPress VIP

Overview

Job Description

Responsibilities

• - Ensure 24/7/365 coverage with no gaps
• - Build efficient, flexible schedules that balance business needs with employee experience
• - Optimize resource allocation, and reassign staff to cover changes in scheduling needs
• - Lead the way for maintaining global coverage during meetups, when our distributed team meets for a week in person
• - Help our teammates know their schedules well enough in advance to support a healthy work-life balance
• - Establish staffing requirements to maintain 24/7/365 coverage of multiple support roles, and build coverage for emerging teams
• - Leverage tools for improving the efficiency of our day-to-day operations and long-term capacity planning
• - Work proactively with hiring teams and leadership to be prepared to address changing hiring needs as they happen
• - Forecast for new multichannel capabilities, including text and chat functionality
• - Collaborate with team leads on process and expectations improvements
• - Produce clear, detailed, and actionable analysis of support coverage gaps
• - Design, create, and monitor best-in-class reporting capabilities to ensure rapid and high-quality 24/7 support outcomes for our customers
• - Determine best practices in a multichannel setup, prioritizing and assigning work across multiple channels
• - Analyze historical and current data to identify trends and spot opportunities to improve coverage and effectiveness
• - Assist strategy team with trend analysis and product improvement recommendations
• - Identify and address inefficiencies in support routing and the processes we rely upon to serve customers

Required Skills

• - Strong knowledge of workforce management systems and processes, and proven experience in a senior workforce management role
• - Excellent written English skills and can effectively communicate with customers and colleagues, sometimes under stressful circumstances
• - Ability to communicate technical information to an audience that may be unfamiliar with WFM concepts
• - Proven track record of creative problem-solving: You find ways around problems rather than default to standard solutions
• - Familiarity with analyzing historical and current data to identify trends and improve coverage and effectiveness
• - Proficiency in building efficient, flexible schedules that balance business needs with employee experience
• - Skills in forecasting staffing requirements for multiple support roles and emerging teams
• - Ability to leverage tools for improving day-to-day operations and long-term capacity planning
• - Experience in producing detailed analysis of support coverage gaps
• - Knowledge of best practices in a multichannel setup, including work prioritization and assignment
• - Familiarity with WordPress or web hosting
• - Strong understanding of Zendesk ticketing system, features, and reporting tools
• - Experience with Tymeshift/Zendesk WFM
• - OpsGenie, PagerDuty, or other alert-based scheduling experience

Benefits

• - Fully-remote company
• - Open vacation policy
• - Compensation philosophy
• - Benefits vary by country