Senior Manager, Workforce Management

CRAFT MEETS COMFORT. At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, DreamCloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customer's needs. Since our inception in 2017, Resident has become one of the fastest-growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world-class retail, finance, operations, logistics, data science, performance marketing, and customer success-driven teams that thrive in a modern work environment.

At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

This is a Remote position. To be considered for this role candidates must reside and be authorized to work in the United States. 

About the Role:

The Senior Manager, Workforce Management will play a critical role in shaping and scaling the workforce strategy for our fast-growing, data-driven eCommerce organization. This role sits at the intersection of customer experience, operations, finance, and analytics, owning how our virtual contact center evolves to support rapid growth across multiple brands and channels.

In this highly collaborative role, you will lead enterprise-wide workforce planning and performance for our virtual contact center, ensuring service level commitments are met through advanced forecasting, agile capacity planning, and disciplined financial management. You will work closely with Executive Leadership, Operations, Data, Finance, and Brand partners to translate business growth, seasonality, and strategic priorities into scalable workforce solutions that balance customer experience, efficiency, and cost.

This is an exciting opportunity for a strategic workforce leader who thrives in high-growth environments, enjoys solving complex problems with cross-functional partners, and wants to make a visible impact on how a modern eCommerce business scales its customer experience.

What You’ll Be Doing:

• Own and lead the end-to-end workforce management strategy, including scheduling, shift design, PTO/VTO governance, and short- and long-term capacity planning across all contact channels and brands.
• Establish and mature agile forecasting practices by partnering with Data and Operations to design, refine, and scale predictive demand and capacity models that anticipate business shifts and growth.
• Provide executive oversight of real-time performance management, ensuring queue health, productivity, and customer experience objectives are consistently met while empowering operational teams to execute effectively.
• Define and evolve workforce performance measurement frameworks, delivering executive-ready insights on key metrics (AHT, EACW, Adherence, Hold Time, SLA performance, cost per contact, etc.), and proactively surfacing risks, trends, and opportunities.
• Own service level strategy and governance, balancing customer experience, operational efficiency, and cost optimization while driving continuous improvement initiatives.
• Lead workforce-related financial planning in partnership with Finance and Data teams, including headcount modeling, annual operating plans, long-range forecasts, and ongoing management of internal labor and BPO spend.
• Drive enterprise-level efficiency initiatives, including routing optimization, automation opportunities, staffing utilization, vendor strategy, and structural improvements to reduce cost per contact.
• Serve as the workforce planning lead for enterprise initiatives such as new channel launches, platform migrations, testing, and major operational changes, ensuring organizational readiness and scalable staffing models.
• Act as a trusted strategic advisor to senior and executive leadership, translating workforce data into clear recommendations that support growth, agility, and operational resilience.
• Build, mentor, and develop a high-performing workforce management team, establishing best practices, career paths, and a culture of accountability, innovation, and continuous learning.
  

Skills/Qualifications:

• 6+ years of progressive experience in workforce management, contact center operations, or capacity planning, including senior-level ownership of forecasting and real-time performance.
• Demonstrated experience leading workforce strategy in complex, multi-channel contact center environments.
• Hands-on experience with workforce management and forecasting platforms (e.g., Assembled, NICE, Five9, Intercom, Avaya, or similar WFM tools).
• Experience supporting high-growth DTC, e-commerce, or consumer-focused organizations strongly preferred. 
• Strong interpersonal skills with the ability to bring an upbeat, professional, and respectful approach to internal and external customers  
• Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations
• Experience working with a BPO or hybrid team
• Demonstrates curiosity and adaptability in adopting new technologies and AI solutions to support evolving business needs and future growth
• Able and willing to travel internationally and domestically several times/year

What We Offer: (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive salary
• Annual bonus potential 
• Health, Vision & Dental Insurance 
• HSA company contributions
• 401K with company match component 
• “Take what you need” PTO. 
• Wellness benefits
• Online learning resources & trainings 
• WFH office and cell phone/internet stipend 
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted, please read the following: The salary for this position is $105,000-$130,000.00. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location, and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected]

As part of our hiring process, Resident may conduct employment-related reference checks for finalists for this role. This may include contacting current or former employers, supervisors, or professional references to obtain job-related information regarding work history, performance, and qualifications. Any information requested or considered will be limited to job-related factors and will not include information related to protected characteristics, including but not limited to age, disability, medical condition, family status, race, religion, national origin, sex, sexual orientation, gender identity, or any other status protected by applicable law. Reference checks are conducted consistently and fairly for candidates applying to the same role and are used as one component of our overall hiring decision-making process. By applying for this position, you acknowledge that you have been informed of this process. If you advance in the hiring process, you will be asked to provide a separate written authorization before any reference checks are conducted.

While this role at Resident is remote, if hired, please note that Resident employees are expected to first notify the People Operations Team (HR) if they plan to move from the state in which they were hired. Additionally, from time to time, the Company may organize in-person meetings, trainings, team events, or other off-site gatherings that are important to business operations and team alignment. Attendance at these events is considered an essential function of the role, and Resident employees are expected to participate and travel as-needed. The Company will provide advance notice of such events and will cover approved, reasonable business travel expenses in accordance with Company policy.

Resident is a privately held company headquartered in San Francisco, CA, with offices in Tel Aviv and manufacturing operations in Jeffersonville, IN.  Learn more at: https://www.residenthome.com.

Resident is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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