Head of Workforce Management – 24/7 Data Center Ops

Black Box; Plano (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Black Box is seeking a Manager of Workforce Management to design, implement, and optimize workforce strategies for data center operations at scale. You will forecast staffing, develop scheduling frameworks for 24/7 operations, and drive labor cost optimization across multiple sites.

Lead analytics, dashboards, and tool integrations to support uptime, capacity, and SLAs while partnering with HR, Finance, and Capacity Planning.

Qualifications

• Bachelor's degree in Business, Operations, Engineering, or related field.
• 8–12+ years of experience in Workforce Management or Operations Planning.
• 3–5+ years of leadership experience managing WFM or operations teams.
• Experience supporting 24/7 mission-critical environments (data centers, telecom, cloud).
• Strong analytical and modeling skills (Excel, SQL, or similar).
• Experience with WFM platforms (Kronos/UKG, NICE, Workday).
• Familiarity with ITIL, incident management, or service operations.

Responsibilities

• Develop short- and long-term workforce plans aligned with data center growth and operational demand.
• Build and maintain forecasting models for technician staffing, shift coverage, and labor needs.
• Partner with capacity planning teams to align workforce supply with infrastructure demand.
• Oversee scheduling frameworks for 24/7/365 data center operations, ensuring optimal coverage.
• Implement standardized WFM processes across multiple facilities or regions.
• Monitor real-time staffing levels and adjust to meet SLAs, uptime requirements, and incident response needs.
• Lead workforce analytics including headcount modeling, productivity metrics, utilization rates, and labor cost analysis.
• Develop dashboards and reporting for executive visibility into workforce performance.
• Use data-driven insights to recommend staffing optimizations and efficiency improvements.
• Own and optimize WFM tools (e.g., scheduling systems, forecasting software, timekeeping platforms).
• Drive automation and digital transformation initiatives within workforce planning processes.
• Ensure integration between WFM systems and HRIS, ticketing, and capacity management tools.
• Partner with HR on hiring strategies, talent pipelines, and workforce scalability.
• Work with Finance to manage labor budgets, cost forecasting, and variance analysis.
• Collaborate with Data Center Operations leadership to align workforce plans with maintenance schedules, deployments, and incident management.

Skills

Analytical skills

Forecasting models

Workforce planning

Leadership

Education

Bachelor's degree in Business/Operations/Engineering

Tools

Excel

SQL

Kronos/UKG

NICE

Workday

Job description

Black Box is seeking a Manager of Workforce Management to design, implement, and optimize workforce strategies for data center operations at scale. You will forecast staffing, develop scheduling frameworks for 24/7 operations, and drive labor cost optimization across multiple sites.

Lead analytics, dashboards, and tool integrations to support uptime, capacity, and SLAs while partnering with HR, Finance, and Capacity Planning.