AG1 · 2 hours ago
Senior Manager, Workforce Management
United States
Full-time
Remote
Mid, Senior Level
$108K/yr - $130K/yr
7+ years expAG1 is dedicated to empowering people to take ownership of their health through Foundational Nutrition. The Senior Manager, Workforce Management will lead the development and execution of workforce management strategies, ensuring effective capacity planning and operational efficiency across customer support channels.
FitnessHealth CareNutritionWellness
Responsibilities
Lead the development and execution of Workforce Management strategies that support business goals over a 1–2 year planning horizon
Translate demand forecasts, growth plans, and channel strategy into actionable staffing and capacity plans
Serve as the primary operational owner of WFM tools (e.g., Assembled, NICE, Verint), driving configuration, optimization, and continuous improvement
Integrate WFM systems with CRM, Quality, and AI-enabled tools to improve forecasting accuracy and operational visibility
Manage vendor relationships and ensure strong governance, accountability, and performance from external partners
Develop and maintain accurate forecasting models across voice, chat, email, and emerging digital channels
Build capacity plans and scenario models to anticipate changes in demand, seasonality, and operational risk
Design and maintain dashboards and reporting that surface insights, risks, and opportunities to support leadership decision-making
Partner with Finance to align workforce models with budget, cost targets, and productivity expectations
Establish and refine best practices for scheduling, intraday management, and real-time workforce adjustments
Collaborate with Customer Happiness leaders to improve service level attainment, occupancy, and efficiency metrics such as AHT
Implement governance processes to monitor forecast accuracy, staffing adherence, and operational performance
Lead continuous improvement initiatives, identifying opportunities for automation, simplification, and process optimization
Act as a trusted partner to cross-functional stakeholders, providing data-driven insights and recommendations to inform decisions
Represent the WFM function in cross-functional planning forums and operational reviews
Qualification
Required
7+ years of progressive Workforce Management experience, including managing vendor partner teams within global, multilingual, and multi-region operations
Deep hands-on expertise implementing and optimizing Workforce Management systems such as Teleopti, Calabrio, Assembled, and Genesys, and integrating them with CRM, telephony, chat, SMS, and Quality systems (e.g., AWS, Zendesk, Genesys, Sierra, Gladly)
Proven success driving channel-mix transformation, evolving from email to chat, SMS, and AI-enabled support models (such as Sierra)
Advanced proficiency in Excel, Google Sheets, and reporting platforms such as Tableau and Looker
Strong analytical, financial, and operational acumen—able to translate data into strategic decisions
Demonstrated experience leading technology-enabled transformation and process optimization
Skilled in capacity planning, demand forecasting, and resource modeling
Excellent communication and stakeholder management skills, with the ability to influence across functions and levels
Benefits
Competitive compensation and performance-based incentive plans.
A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.
Paid holidays, company-wide reset and reflect days, and unlimited PTO (based on your country of residence).
In-person team meetups for optimal collaboration, team building and accelerating productivity.
Access to AG1 products and branded swag.
Monthly telecom stipend to offset some of the costs of home internet/wifi for eligible team members.
All other benefits and insurances as required by law, based on your specific country of residence.
Company
AG1
Athletic Greens is a global health company empowering people to take ownership of their health through Foundational Nutrition.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$115MKey Investors
Alpha Wave GlobalSC.Holdings
2022-01-25Series Unknown· $115M
2021-07-21Series Unknown
Leadership Team
Kat Cole
Chief Executive Officer
Chris Ashenden
Founder
Recent News
2025-11-07
2025-08-27
Company data provided by crunchbase