Workforce Manager (Fully Remote)

Owner; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote-first culture

Job summary

Owner is an AI-native system aimed at helping local business owners succeed, starting with restaurants. This role focuses on Workforce Forecasting, Scheduling, and Real-Time Management across distributed teams.

You will drive demand forecasts, staffing models, and headcount plans in a remote-first, global environment. Responsibilities include optimizing shifts, PTO, and training while ensuring service-level goals.

Qualifications

• Must have experience building forecast and staffing models for service teams.
• Strong analytical skills and proficiency with data analysis tools.

Responsibilities

• Forecast demand across phone, email, chat, SMS, and support cases.
• Develop interval-level staffing models using Erlang C and workload-based methods.
• Partner with Finance, Recruiting, and Support leadership to create headcount plans.

Skills

Forecasting

Workforce planning

Capacity planning

Operations analytics

Education

Bachelor's degree in operations research, statistics, or related field

Tools

Excel

SQL

Python

Job description

Workforce Forecasting and Capacity Planning:

• Own short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support casework.
• Develop interval-level staffing models using Erlang C and workload-based capacity methods.
• Partner with Finance, Recruiting, and Support leadership to create headcount plans and hiring timelines.

Scheduling and Workforce Optimization:

• Own workforce scheduling across distributed teams, aligning coverage with demand and service-level goals.
• Optimize shifts, breaks, PTO, and training while balancing operational needs and employee preferences.

Real-Time Workforce Management and Performance:

• Establish real-time monitoring of staffing, queue performance, service levels, and schedule adherence.
• Conduct intraday reforecasting and coordinate adjustments for demand fluctuations and disruptions.
• Develop escalation procedures and contingency plans for service-level risks and system outages.

Owner

Owner is an AI-native system that helps local business owners succeed, starting with restaurants. The team is in the low hundreds with top talent from companies like Shopify and DoorDash, and the culture is remote-first and global.