Greater Denver Area
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Snapdocs is looking for a Workforce Manager! This high impact role is an opportunity for you to bring your demand modeling, workforce planning, and technical expertise to a growing startup. As the company moves into a period of accelerated growth, we need a top-notch workforce manager who can ensure that people are in the right place at the right time. If the prospect of in depth planning, creating data-driven solutions, and serving as a partner to internal stakeholders excites you, read on…
Snapdocs is an early-stage technology platform, backed by blue-chip venture capital firms like Founders Fund, SV Angels, Sequoia Capital, F-Prime Capital and Y Combinator. We are tackling the $1.75 trillion U.S. mortgage market, developing modern software for an industry that still relies on fax machines and manila envelopes. We bring security, efficiency, and ultimately a better home buying experience to a paper-based pillar of the US economy. As we expand our product offering and tackle a broader swath of customers, we need someone with the expertise to make impactful legal decisions for the company. That’s where you come in…
As our first Workforce Manager, you will be responsible for demand modeling and staff planning to ensure we meet our SLA and budget targets. You will use tools and languages such as Google Sheets, SQL, and more to get to a data-driven understanding of User Operations staffing needs, and articulate recommendations based on your findings. We will rely on your planning prowess to take our organization to the next level. Not only will you provide daily tactical guidance to supervisors, but you will also work on long term, strategic projects to improve processes, help us scale, and enhance our overall customer experience.
Our ideal candidate will have 5 years of professional work experience, 2 of which has been customer facing and working in a WFM capacity managing team sizes of 50 to 200+ for both onsite and fully remote employees. You have an in-depth understanding of WFM concepts such as occupancy rate, adherence, shrinkage, coverage, callout percentage, and HOO and have used any WFM tool such as Calabrio, Injixo, AgyleTime, Monet, etc. You will also have a strong understanding of traditional customer service KPIs such as net promoter score, customer satisfaction, first contact resolution, handle time, and more. We expect you to be the subject matter expert in Capacity Planning, as well as thrive off of coming up with simple solutions to complex planning problems. Bonus points if you have managed a team and are adept in SQL. Above all, we want an empathetic, resilient, and innovative person to contribute lasting positive effects to our team.
Snapdocs’ culture is one that strongly values diversity and drive. We want to work with people of different backgrounds and different paths in life, and we trust our team members to make smart decisions. This means we value independent work as well as collaboration. We provide a range of excellent benefits ranging from the standard stuff (matching 401(k), free lunches, 21 days PTO!) to the not so standard like a 10 year exercise window on your options (!!). And our location in the heart of the Financial District in SF is super convenient.
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