Resident · 15 hours ago
Senior Manager, Workforce Management
United States
Full-time
Remote
Mid, Senior Level
$105K/yr - $130K/yr
6+ years expResident is a fast-growing, profitable omnichannel retailer in North America that focuses on quality home furnishings. The Senior Manager, Workforce Management will shape and scale the workforce strategy for the eCommerce organization, leading workforce planning and performance for the virtual contact center to support growth across multiple brands and channels.
Consumer GoodsE-CommerceHome DecorHome Improvement
No H1B
Responsibilities
Own and lead the end-to-end workforce management strategy, including scheduling, shift design, PTO/VTO governance, and short- and long-term capacity planning across all contact channels and brands
Establish and mature agile forecasting practices by partnering with Data and Operations to design, refine, and scale predictive demand and capacity models that anticipate business shifts and growth
Provide executive oversight of real-time performance management, ensuring queue health, productivity, and customer experience objectives are consistently met while empowering operational teams to execute effectively
Define and evolve workforce performance measurement frameworks, delivering executive-ready insights on key metrics (AHT, EACW, Adherence, Hold Time, SLA performance, cost per contact, etc.), and proactively surfacing risks, trends, and opportunities
Own service level strategy and governance, balancing customer experience, operational efficiency, and cost optimization while driving continuous improvement initiatives
Lead workforce-related financial planning in partnership with Finance and Data teams, including headcount modeling, annual operating plans, long-range forecasts, and ongoing management of internal labor and BPO spend
Drive enterprise-level efficiency initiatives, including routing optimization, automation opportunities, staffing utilization, vendor strategy, and structural improvements to reduce cost per contact
Serve as the workforce planning lead for enterprise initiatives such as new channel launches, platform migrations, testing, and major operational changes, ensuring organizational readiness and scalable staffing models
Act as a trusted strategic advisor to senior and executive leadership, translating workforce data into clear recommendations that support growth, agility, and operational resilience
Build, mentor, and develop a high-performing workforce management team, establishing best practices, career paths, and a culture of accountability, innovation, and continuous learning
Qualification
Required
6+ years of progressive experience in workforce management, contact center operations, or capacity planning, including senior-level ownership of forecasting and real-time performance
Demonstrated experience leading workforce strategy in complex, multi-channel contact center environments
Hands-on experience with workforce management and forecasting platforms (e.g., Assembled, NICE, Five9, Intercom, Avaya, or similar WFM tools)
Strong interpersonal skills with the ability to bring an upbeat, professional, and respectful approach to internal and external customers
Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations
Experience working with a BPO or hybrid team
Demonstrates curiosity and adaptability in adopting new technologies and AI solutions to support evolving business needs and future growth
Able and willing to travel internationally and domestically several times/year
Preferred
Experience supporting high-growth DTC, e-commerce, or consumer-focused organizations strongly preferred
Benefits
Remote-first workplace (since 2016!)
Competitive salary
Annual bonus potential
Health, Vision & Dental Insurance
HSA company contributions
401K with company match component
“Take what you need” PTO.
Wellness benefits
Online learning resources & trainings
WFH office and cell phone/internet stipend
A FREE MATTRESS plus an awesome Friends and Family discount!
Company
Resident
Resident is a house of direct-to-consumer brands in the home furnishings space.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$169.2MKey Investors
LIQUiDITY Group
2024-03-05Acquired
2021-01-07Series B· $130M
2020-01-06Series Unknown· $12.5M
Leadership Team
Jennifer Bentz
VP of Affiliates, Influencers and Partnerships
Ran Reske
Senior Advisor
Recent News
2025-01-30
2024-03-15
Digital Commerce 360
2024-03-09
Company data provided by crunchbase