AI-Driven WFM & Capacity Planning Lead

Gusto; United States; Remote; USD 105,000 - 129,000; Full time

Job summary

Gusto is seeking a senior workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You’ll report to Planning People Empower and help shape how AI is adopted across forecasting, scheduling, and intraday operations.

Responsibilities include building scalable AI-enabled WFM workflows, data pipelines, governance, and partnering with Legal, Data, and Product to ensure compliance. Schedule coverage is 6am-6pm MT.

Qualifications

• AI tools adoption in WFM/CC context; forecasting, automation, analytics workflows.
• Strong analytical and data visualization skills with dashboards and reporting for WFM insights.
• Excellent judgment and communication to translate data for stakeholders.
• Experience with data pipelines integrating multiple WFM data sources is a plus.

Responsibilities

• Use AI to identify demand shifts and workforce risks before impact.
• Connect AI insights to staffing, scheduling, and capacity planning.
• Develop and maintain capacity plans and hiring recommendations.
• Participate in on-call PagerDuty rotation for real-time incidents.
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions.
• Build AI-powered WFM data pipelines from multiple data sources.
• Monitor forecasts with AI models and traditional methods.
• Design governance frameworks for AI-enabled WFM workflows.
• Collaborate with Legal, Data, and Product on compliance.
• Lead cross-functional AI initiatives for WFM across teams.
• Facilitate stakeholder meetings on forecasting and AI adoption.
• Identify risks to workforce capacity and develop contingency plans.
• Collaborate to implement risk mitigation strategies.
• Evaluate process enhancements to boost efficiency and capacity utilization.
• Analyze data to identify gaps and opportunities within CX.

Skills

AI fluency

Data visualization

Forecasting

Cross-functional

Education

Bachelor's degree or equivalent

Tools

Dashboards

Job description

Gusto is seeking a senior workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You’ll report to Planning People Empower and help shape how AI is adopted across forecasting, scheduling, and intraday operations.

Responsibilities include building scalable AI-enabled WFM workflows, data pipelines, governance, and partnering with Legal, Data, and Product to ensure compliance. Schedule coverage is 6am-6pm MT.