Manager, Workforce Operations

Whatnot Inc.; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Holiday & PTO

Health Insurance

WFH Support

Home office setup

Cellphone & internet allowance

Wellness allowance

Childcare allowance

Family planning benefits

401k + employer match

Dogfood budget

Parental leave

Job summary

Whatnot Inc. is seeking a Workforce Operations Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization.

You have experience forecasting contact volume and determining headcount requirements, always using data to inform decisions, and you will work closely with product teams on staffing needs for new policies or features. You will forecast staffing needs, lead tactical staffing, generate performance reports, collaborate with BPO partner leadership, and model

Qualifications

• At least 6+ years of experience, with 4+ in Workforce Management.
• Strong data analysis skills, turning data insights into action and highly proficient in SQL.
• Experience in a fast-paced environment, preferably a startup.
• Proven experience working within Zendesk and other Customer Support systems.
• Exceptional written and verbal communication skills.
• Ability to move remarkably fast with little structure and guidance.

Responsibilities

• Forecast staffing needs, taking into account contact volume, SLAs, and headcount requirements.
• Lead tactical staffing, aligning agent schedules to inbound demand and managing time-off requests for agents across Customer Experience, Trust & Risk, and International teams.
• Generate reports to show changes to productivity or performance.
• Collaborate closely with BPO Partner leadership teams to manage partner agent schedules.
• Own scenario modeling for adhoc staffing reallocations and ‘what if’ analyses.

Skills

Data analysis

SQL

Forecasting

Cross-functional collaboration

Communication

Tools

Zendesk

Job description

Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

Role

We are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. You have experience forecasting contact volume and determining headcount requirements and schedules accordingly. You are customer-centric and you constantly make decisions using data. You also have experience working cross-functionally with product teams to understand what staffing requirements should look like when new policies or features are launching on the platform.

• Forecast staffing needs, taking into account contact volume, SLAs, and headcount requirements

• Lead tactical staffing, aligning agent schedules to inbound demand and managing time-off requests for agents across Customer Experience, Trust & Risk, and International teams.

• Generate reports to show changes to productivity or performance

• Collaborate closely with BPO Partner leadership teams to manage partner agent schedules

• Own scenario modeling for adhoc staffing reallocations and ‘what if’ analyses

We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.

You

People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.

As our Workforce Operations Manager, you should have:

• At least 6+ years of experience, with 4+ in Workforce Management

• Strong data analysis skills, turning data insights into action and highly proficient in SQL

• Experience in a fast-paced environment, preferably a startup

• Proven experience working within Zendesk and other Customer Support systems

• Exceptional written and verbal communication skills

• Ability to move remarkably fast with little structure and guidance

Benefits

• Generous Holiday and Time off Policy

• Health Insurance options including Medical, Dental, Vision

• Work From Home Support

  • Home office setup allowance

  • Monthly allowance for cell phone and internet

• Care benefits

  • Monthly allowance for wellness

  • Annual allowance towards Childcare

  • Lifetime benefit for family planning, such as adoption or fertility expenses

• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally

• Monthly allowance to dogfood the app

  • All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).

• Parental Leave

  • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.