Operations Workforce & Capacity Planning Manager

earnest; San Francisco (CA); On-site; USD 123,000 - 154,000; Full time

Benefits offered by this job

Health, Dental, & Vision benefits plus

Mac computers + work-from-home stipend

Monthly internet and phone reimburse

Employee Stock Purchase Plan

RSUs

401(k) plan with company match

Tuition reimbursement

Travel perk on Earnie-versary

Competitive PTO

Parental leave

Job summary

Earnest is seeking an Operations Workforce & Capacity Planning Manager to own staffing strategy and long-range planning for our US Operations. You will lead the rollout of a new workforce management platform and collaborate with Engineering, Data, and Finance to improve forecasting and scheduling.

You will build scalable processes, develop capacity models, and guide decisions on headcount, budget, shrinkage, overtime, and resource allocation.

Qualifications

• 7+ years in workforce management or capacity planning.
• 4+ years supporting contact center operations, including forecasting, scheduling, intraday management.
• Strong analytical skills turning workforce data into actionable recommendations.
• Proficiency in SQL, Excel, and/or Google Sheets.
• Experience partnering across Operations, Finance, Data, and technical teams.

Responsibilities

• Own end-to-end workforce strategy and capacity planning across Operations.
• Lead implementation and rollout of a new workforce management platform with cross-functional partners.
• Build and automate scalable forecasting, scheduling, and planning processes to reduce manual work.
• Develop capacity models and scenario analyses for headcount, budget, and resource allocation.
• Partner with Operations leadership on scheduling, service levels, and proactive staffing adjustments.

Skills

Workforce planning

Forecasting

Data analysis

SQL

Excel/Google Sheets

Cross-functional collaboration

Process automation

Tools

Verint WFM

Talkdesk

HubSpot

Python

Job description

Earnest empowers ambitious professionals to make confident financial decisions and build the life they envision.

Earnies are committed to helping borrowers move forward with confidence by offering smarter borrowing options with a clearer path to taking control of their debt. If you're as passionate as we are about our mission, read more below, and let's build something great together.

The Operations Workforce & Capacity Planning Manager, you will report to the Head of Operations.

As the Operations Workforce & Capacity Planning Manager, you will:

• Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans.
• Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors.
• Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency.
• Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation.
• Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments.

About You:

• 7+ years of workforce management or capacity planning experience, including a WFM system implementation or major process build.
• 4+ years supporting contact center operations, including forecasting, scheduling, and intraday management.
• Strong analytical skills with the ability to turn workforce data into actionable recommendations.
• Proficiency in SQL, Excel, and/or Google Sheets.
• Experience partnering across Operations, Finance, Data, and technical teams.

Even Better:

• Experience with Verint WFM or similar workforce management platforms.
• Experience with Talkdesk and/or HubSpot.
• Python or other scripting experience for analytics and automation.
• Advanced analytics, project management, or Lean Six Sigma training.

Where:

• This role will be based in the US.

Compensation:

A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary based on the roles location. The successful candidate's starting pay will also be determined based on job-related qualifications, internal compensation, candidate location and budget. This range may be modified in the future.

Salary Range:$123,00 - $154,000 USD.Employees are also eligible for an annual performance-based bonus and equity.

#LI-AM1

Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including:

• Health, Dental, & Vision benefits plus savings plans
• Mac computers + work-from-home stipend to set up your home office
• Monthly internet and phone reimbursement
• Employee Stock Purchase Plan
• Restricted Stock Units (RSUs)
• 401(k) plan to help you save for retirement plus a company match
• Robust tuition reimbursement program
• $1,000 travel perk on each Earnie-versary to anywhere in the world
• Competitive days of annual PTO
• Competitive parental leave

What Makes an Earnie:

At Earnest, our people bring our cultural principles to life. These principles define how we work, how we win, and what we expect of ourselves and each other:

• Every Second Counts: Speed is our competitive advantage. Our customers need better solutions, and the faster we execute, the greater our chance of success.
• Choose To Do Hard Things: We win by tackling the hard things that others avoid, fueled by grit and resilience.
• Pursue Excellence: Great companies, teams, and individuals never settle and are proud of the work that they do. What's good enough today won't be good enough tomorrow. Excellence isn't a destination; it's a mindset of continuous improvement.
• Lead Together: Our success comes from how we work together. Leadership is not about titles - it is about action. We take ownership, drive results, and move forward as a team.
• Don't Take Yourself Too Seriously: We take our work seriously, not ourselves. The stakes are high, but a sense of humor keeps us grounded, creative, and resilient.

At Earnest, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.

Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.