AI-Driven WFM Capacity & Analytics Planner

Gusto; Los Angeles (CA); Hybrid; USD 99,000 - 129,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive base pay

Total Rewards philosophy

Job summary

Gusto is hiring a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead the adoption of AI across forecasting, scheduling, and intraday operations and report into the Planning People Empower team.

This role combines strategic design with hands-on execution, building frameworks, data pipelines, and governance to move WFM from reactive to predictive.

Qualifications

• Bachelor's degree or equivalent experience
• 7+ years in capacity planning and forecasting
• Demonstrated cross-functional leadership
• Experience building data pipelines for WFM data sources
• Proficiency in data modeling and analytical visualization
• Experience in high-volume contact center environments
• Familiarity with AI governance concepts

Responsibilities

• Use AI to identify demand shifts and workforce risks before they impact operations.
• Link AI insights to staffing, scheduling, and capacity planning decisions.
• Develop and maintain capacity plans with hiring and efficiency recommendations.
• Participate in on-call PagerDuty rotations for real-time incident response.
• Design scalable AI-enabled WFM workflows across forecasting and scheduling.
• Build AI-powered data pipelines integrating multiple data sources.
• Monitor forecasts with AI-driven models and traditional methods.
• Establish governance for AI-enabled WFM workflows and escalation processes.
• Collaborate with Legal, Data, and Product for compliance.
• Lead cross-functional AI initiatives across the organization.
• Facilitate stakeholder meetings on forecasting and AI adoption progress.

Job description

Gusto is hiring a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead the adoption of AI across forecasting, scheduling, and intraday operations and report into the Planning People Empower team.

This role combines strategic design with hands-on execution, building frameworks, data pipelines, and governance to move WFM from reactive to predictive.