Senior AI-WFM Forecasting & Capacity Lead

The Wrap; Denver (CO); Hybrid; USD 98,000 - 129,000; Full time

Job summary

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead forecasting, scheduling, and intraday operations, building frameworks and data pipelines to elevate WFM from reactive to predictive.

This role blends strategic design with hands‑on execution, including governance, on-call responsibilities, and collaboration with Legal, Data, and Product to ensure compliant AI implementations across the

Qualifications

• Bachelor's degree or equivalent experience.
• 7+ years in capacity planning and forecasting.
• Experience leading cross-functional initiatives and influencing planning and operations practices across teams.
• Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling).
• Proficiency in data modeling, statistical analysis, and data visualization.

Responsibilities

• Use AI to identify demand shifts, seasonal patterns, and workforce risks before they impact operations.
• Connect AI-generated insights to staffing, scheduling, and capacity planning decisions.
• Develop and maintain capacity plans with hiring and efficiency recommendations for CX teams.
• Participate in on-call PagerDuty rotation for real-time incidents outside hours.
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions.
• Build and maintain AI-powered WFM data pipelines integrating multiple data sources for real-time insights.
• Monitor and adjust forecasts using AI-driven models as demand evolves.
• Design governance frameworks for AI-enabled WFM workflows including monitoring and escalation.
• Partner with Legal, Data, and Product to ensure AI implementations meet standards and compliance.
• Lead cross-functional AI initiatives for WFM and influence planning and operations.
• Facilitate stakeholder meetings on forecasting and AI adoption progress.
• Identify workforce capacity risks and devise contingency plans.
• Collaborate to implement risk mitigation strategies.
• Advise on process improvements to boost efficiency and capacity utilization.
• Analyze data to identify gaps and opportunities within CX organization.

Skills

AI fluency

Data visualization

Stakeholder communication

Problem solving

Cross-functional leadership

Education

Bachelor's degree or equivalent experience

Job description

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead forecasting, scheduling, and intraday operations, building frameworks and data pipelines to elevate WFM from reactive to predictive.

This role blends strategic design with hands‑on execution, including governance, on-call responsibilities, and collaboration with Legal, Data, and Product to ensure compliant AI implementations across the