Senior Manager, Workforce Management

Clio - Cloud-Based Legal Technology; Old Toronto; Hybrid; CAD 125,000 - 189,000; Full time

Job summary

An established industry player is seeking a Senior Manager of Workforce Management to lead global optimization efforts. This pivotal role involves leveraging AI tools and advanced analytics to enhance operational efficiency and ensure exceptional service delivery. Collaborating with cross-functional teams, you will develop strategies that support growth while fostering employee engagement. The ideal candidate will bring extensive experience in operations and workforce management within a fast-paced SaaS environment, along with strong leadership and analytical skills. Join a company that values innovation and is committed to transforming the legal experience for all.

Benefits

Top-tier health benefits

Dental and vision insurance

Flexible time off policy

$2000 annual counseling benefit

RRSP matching

Clioversary recognition program

Qualifications

• 7+ years in operations or workforce management in a SaaS or tech company.
• 5+ years of leadership experience with high-performing teams.

Responsibilities

• Lead workforce optimization efforts to enhance service delivery.
• Develop long-term strategies for workforce management and planning.

Skills

Operations Management

Workforce Management

Data Analysis

Leadership

AI and Predictive Analytics

Communication Skills

Collaboration

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Playbox

NICE

Verint

Aspect

Salesforce

Power BI

Tableau

Looker

Job description

Senior Manager, Workforce Management

Senior Manager, Workforce Management

Apply locations: Vancouver, Toronto, Calgary, Remote - USA, Remote - Canada

Time type: Full time

Posted on: Posted 22 Days Ago

Job requisition id: BF-REQ-1969

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Senior Manager of Workforce Management for our Customer Success team at Clio.

The Senior Manager of Workforce Management at Clio will lead our global workforce optimization efforts, leveraging AI tools and advanced analytics to conduct strategic planning, forecasting, and process improvement in support of a rapidly growing SaaS company. You will play a pivotal role in ensuring that we have the right talent, in the right place, at the right time, in order to deliver exceptional service to our customers while maintaining operational efficiency.

Working closely with Customer Support, Customer Success, People Operations, and other cross-functional teams, you will develop and implement strategies that help Clio scale effectively while promoting a high level of employee engagement and an exceptional customer experience.

What you’ll work on:

Leadership & Team Development:

• Leading the Workforce Management team, cultivating a collaborative, high-performance culture;
• Mentoring and developing team members, promoting growth while delivering aligned results;
• Fostering agility and adaptability to meet the demands of Clio's rapidly scaling business.

Workforce Planning & Strategy:

• Developing long-term workforce management strategies to enable Clio's growth and operational objectives;
• Designing staffing models that support scalable customer success and operations functions while delivering an exceptional customer experience;
• Driving resource allocation planning across teams to ensure optimal service levels and cost efficiency;
• Ensuring compliance with labor laws, company policies, and industry regulations related to workforce management and scheduling practices.

Technology & Tools:

• Leveraging AI, predictive analytics, and other advanced tools to enhance workforce planning processes and capabilities;
• Managing and optimizing workforce management tools, systems, and platforms;
• Staying on top of the latest trends and technology and bringing new solutions to the business.

Forecasting & Analytics:

• Analyzing historical data and emerging trends to develop accurate forecasts for staffing needs, workload distribution, and capacity planning;
• Creating actionable insights using workforce management tools and analytics to optimize resource utilization;
• Developing KPIs and dashboards that monitor team performance, productivity, and customer satisfaction.

Operational Efficiency:

• Ensuring consistent operations and an exceptional customer experience by designing and implementing best practices in workforce scheduling and capacity management;
• Optimizing and refining organizational performance and resource utilization;
• Collaborating with the leadership team to drive continuous improvements and operational efficiencies.

Collaboration & Stakeholder Engagement:

• Acting as a trusted partner to internal teams, ensuring workforce planning aligns with business goals, operational requirements, and customer expectations;
• Serving as a key point of contact for executive leadership on all matters related to workforce planning and forecasting.

What you bring:

• 7+ years of experience in operations, workforce management, or related roles within a fast-paced SaaS or technology company;
• 5+ years of progressive leadership experience, with a history of building and managing high-performing teams while promoting employee engagement;
• 3+ years of resource or workforce management and planning experience;
• Experience analyzing and interpreting data to solve challenges and develop forecasts and strategic plans;
• Enthusiasm for leveraging AI, digital tools, and automations to drive efficiency;
• Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels across the organization;
• Proficiency with workforce management tools and data analytics platforms (e.g., Playbox, NICE, Verint, Aspect, etc.);
• Prior experience with Playvox is a plus;
• Familiarity with Salesforce or similar CRM software.

Serious bonus points if you have:

• Experience in the legal industry;
• Experience in a customer-facing, technical role;
• Proven ability to scale operations in alignment with rapid business growth;
• Proficiency in data visualization and analytics tools (e.g., Power BI, Tableau, Looker);
• Advanced knowledge of data analysis and statistical modeling;
• Knowledge of labor laws and compliance related to workforce management.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance;
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day;
• Flexible time off policy, with an encouraged 20 days off per year;
• $2000 annual counseling benefit;
• RRSP matching and RESP contribution;
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

The full salary range for this role is $125,600 to $157,000 to $188,400 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers.

At Clio, we are on a mission to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.

This is a historic moment in the growth of legal technology! As the first legal practice management unicorn globally, and one of only a handful of Canadian unicorns, this is only the beginning.

If you’ve ever wanted to do the best work of your career, while having a meaningful impact in the lives of others, then Clio is the place for you.