Workforce Management Capacity & Analytics Planner

Gusto; Denver (CO); Presencial; USD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gender-affirming care

Family care and fertility benefits

Mental health resources

Medical, dental, and vision insurance

Free meals at office

Paid vacation and holidays

Descripción de la vacante

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will report into the Planning People Empower and play a leading role in shaping how AI is adopted across forecasting, scheduling, and intraday operations.

This role blends strategic design with hands-on execution: you'll build the frameworks, pipelines, and governance structures that elevate WFM from reactive to predictive.

Formación

• Experience building AI-enabled WFM systems.
• Strong forecasting, scheduling and intraday operations experience.
• Ability to design governance for AI-based workflows.

Responsabilidades

• Design and scale AI-powered forecasting and capacity planning systems.
• Build AI-enabled WFM data pipelines integrating volume, AHT, and shrinkage.
• Develop governance structures for AI-enabled WFM workflows.

Conocimientos

AI forecasting

Capacity planning

WFM design

Data pipelines

Governance

Stakeholder management

Herramientas

PagerDuty

Descripción del empleo

• Gusto is looking for a senior, technically minded workforce management planner who can design and scale AI-powered forecasting and capacity planning systems. You will report into the Planning People Empower and play a leading role in shaping how AI is adopted across forecasting, scheduling, and intraday operations
• This role is equal parts strategic design and hands-on execution: you'll build the frameworks, pipelines, and governance structures that elevate WFM from reactive to predictive
• Schedule Note: Coverage hours are between 6am-6pm MT
• Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations
• Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning
• Develop and maintain capacity plans, providing recommendations on hiring, staffing, and efficiency improvements for our CX teams
• Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts - including system outages, service level breaches, and routing failures - ensuring rapid escalation and resolution during off-hours incidents
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions
• Build and maintain AI-powered WFM data pipelines that integrate multiple data sources (volume, AHT, shrinkage) to enable predictive and near-real-time insights
• Continuously monitor and adjust forecasts using AI-driven models and traditional methods as demand evolves
• Design governance frameworks for AI-enabled WFM workflows, including monitoring, validation, and escalation processes
• Partner with Legal, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements
• Lead cross-functional AI initiatives for WFM, influencing how teams across the organization use AI in planning and operations
• Facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption progress as member and facilitator aligned to the Operational Rhythm Meeting structure
• Identify potential risks to workforce capacity and proactively devise contingency plans
• Collaborate with stakeholders to implement risk mitigation strategies
• Evaluate and recommend process enhancements to boost efficiency and capacity utilization
• Analyze data to identify gaps and opportunities within the CX organization

Benefits

• Gender-affirming care and support
• Family care and support, including family planning and fertility benefits
• A variety of mental health resources
• Medical, dental, and vision insurance for employees and dependents
• Free meals and refreshments at the office (conversation and community is an added bonus!)
• Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more