Workforce Manager, Support

Owner; San Francisco (CA); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Health coverage

Remote work (100% remote)

Unlimited PTO

Job summary

Owner is seeking a seasoned Workforce Manager to own forecasting, capacity planning, scheduling, and real-time workforce control across a growing multichannel support operation. You will partner with Finance, Recruiting, and Analytics to balance customer experience with efficiency.

This remote-first, global company prioritizes scalable processes and data-driven decisions. You will drive continuous improvement while aligning with business growth and SLAs.

Qualifications

• 5+ years in contact center workforce management, including 2+ years leading a WFM function.
• Proven forecast accuracy, capacity planning, and staffing optimization in high-volume, multichannel support.
• Advanced Excel/Google Sheets skills for building complex staffing models.
• Hands-on experience implementing/ administering WFM platforms.

Responsibilities

• Own forecast, capacity planning, and staffing for phone, email, chat, and SMS channels.
• Develop interval-level models by channel, skill, and support tier; apply Erlang C and workload-based methods.
• Lead scheduling, breaks, PTO, and adherence monitoring to meet service levels.
• Establish real-time monitoring, intraday reforecasting, and contingency plans for service risks.
• Automate processes, improve data quality, and document WFM procedures.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Data analysis

Tools

NICE

Genesys

Verint

Calabrio

Salesforce

Job description

About Owner

Owner is the AI-native system local business owners use to succeed, starting with restaurants.

We’re building the system that replaces the many tools owners use to run their business.

It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.

Product philosophy

Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.

Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.

Using Owner should feel like having a team of great operators, engineers, and marketers working for you.

Our vision

We’re starting by helping independent restaurants succeed online.

But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants – we’ll scale it into every other local business type.

In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.

Our traction

Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.

More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team

Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

We’ll be scaling even faster in 2026 to keep pace with our customer growth.

Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!

About the role

When a restaurant owner needs help, every minute matters. Having the right people, with the right skills, available at the right time is essential to delivering an exceptional customer experience.

We're looking for a Workforce Manager to build and own workforce management across our Customer Support organization. You'll lead forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization across a growing, multichannel support operation.

This is a hands-on role requiring strong analytical skills, operational judgment, and the ability to build scalable processes. You'll partner with Support leadership, Finance, Recruiting, and Analytics to ensure staffing decisions balance customer experience, employee development, and operational efficiency.

Your work will allow frontline leaders to focus on coaching and developing their teams while ensuring we consistently deliver on our service-level commitments.

The impact you will have

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 by channel, skill, and support tier using established workforce planning methodologies, including Erlang C and workload-based capacity models.

Account for contact volume, average handle time, occupancy, shrinkage, attrition, training, and employee ramp when determining staffing requirements.

Partner with Finance, Recruiting, and Support leadership to develop headcount plans, hiring timelines, and workforce budgets.

Monitor forecast accuracy, analyze variances, and adjust staffing assumptions based on business growth, seasonality, and demonstrated automation efficiencies.

Scheduling and workforce optimization

Own workforce scheduling across distributed teams, aligning staffing coverage with forecasted demand and service-level objectives.

Optimize shifts, breaks, PTO, training, coaching, and other offline activities while balancing operational requirements and employee needs.

Establish processes for schedule changes, overtime, attendance exceptions, and adherence monitoring.

Identify and address scheduling inefficiencies, coverage gaps, and opportunities to improve workforce utilization.

Real-time workforce management and performance

Establish real-time monitoring of staffing, agent availability, queue performance, service levels, occupancy, and schedule adherence.

Conduct intraday reforecasting and coordinate staffing adjustments in response to demand fluctuations, absenteeism, and operational disruptions.

Develop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages.

Analyze workforce performance to identify the root causes of service-level misses, capacity loss, and operational inefficiencies.

Establish actionable reporting and regular workforce performance reviews, providing Support leaders with clear recommendations and corrective actions.

Workforce systems and continuous improvement

Own the implementation, configuration, and optimization of workforce management tools and supporting processes.

Ensure accurate workforce data and reliable integrations with support, telephony, and relevant employee management systems.

Automate manual processes and improve visibility into forecasting, scheduling, adherence, and staffing performance.

Establish documented workforce management procedures, operating standards, and clear ownership across teams.

Continuously improve workforce efficiency, scalability, and service-level consistency as the business grows.

What you bring

5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function.

Demonstrated expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis within a high-volume, multichannel support environment.

Strong understanding of workforce management methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.

Advanced proficiency in Excel or Google Sheets, with experience developing and maintaining complex staffing and capacity models.

Hands-on experience implementing, configuring, or administering workforce management platforms.

Strong analytical skills and the ability to translate operational data into actionable staffing and performance recommendations.

Experience supporting distributed teams, skill-based routing, and complex scheduling requirements.

Proven ability to improve forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.

Strong communication, cross-functional collaboration, and operational ownership.

It's a plus if you have

Experience building workforce management capabilities in a high-growth SaaS or technology company.

Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms.

Familiarity with Salesforce, Intercom, or comparable customer support platforms.

Proficiency in SQL, Snowflake, or business intelligence tools.

Experience evaluating the impact of AI and automation on contact demand and staffing requirements.

Compensation and benefits

The estimated base salary for this role is $100,000 - $130,000 USD

Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!