Senior Manager, Workforce Management

Role Overview

• As the Sr Manager of Workforce Management at Shipt, you will play a pivotal role in leading and participating in a high-performing team responsible for end-to-end workforce management for Shipt's experiential operations team.
• This is a high visibility role that includes direct accountability for a 20+ million dollar budget and oversight of 700+ internal and external members of the Experiential Operations team.
• While no two days are the same you will lead, motivate, and develop a team of 19 analysts, associate managers, and managers to ensure the delivery of exceptional workforce management services.
• You will lead and be hands on in the development and execution of accurate workforce forecasts and capacity plans to ensure optimal resource allocation.
• You will implement strategies to monitor real-time performance and adjust staffing levels to meet service level goals, ensuring efficient response to dynamic operational needs.
• You will develop and execute plans for effective management of operational queues using system automation, people and processes, ensuring smooth and efficient workflow.
• You will also lead and coach the team in all aspects of best in class Work Force Practices.
• You will establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on performance and identifying opportunities for improvement.
• You will work closely with cross-functional teams, including operations, technology, and analytics, to align workforce management strategies with overall business objectives.
• You will drive a culture of continuous improvement by identifying and implementing process enhancements and technology solutions that optimize workforce efficiency.

Requirements

• You have a Bachelor's degree in Business, Operations Management, or a related field.
• Master’s degree is a plus.
• You have 5 years of proven experience in leading workforce management teams in a high-volume, customer-centric environment, ideally with gig industry experience.
• You have in-depth knowledge of workforce management principles, including forecasting, scheduling, real-time management and KPI (service levels, occupancy and concurrency) achievement.
• You have advanced statistical modeling skills, including the ability to understand machine learning concepts and their use in advanced regression models (ARIMA, Prophet, etc)
• You have 5 years and expert level proficiency in workforce management tools and systems.
• You have strong analytical and problem-solving skills, with the ability to transform complex analytical problems to easily consumable, actionable insights.
• You have excellent communication and interpersonal skills, with the ability to influence and collaborate across different levels of the organization.
• You have experience communicating with all levels of an organization, to include senior executives.
• You have demonstrated ability to thrive in a fast-paced, dynamic work environment.

Benefits

• Employees (and eligible family members) are covered by medical, dental, vision and more.
• Employees may enroll in our company’s 401k plan.
• Employees will also be eligible to receive discretionary vacation for exempt team members, paid holidays throughout the calendar year and paid sick leave.
• Other compensation includes eligibility for an annual bonus and the potential for restricted stock units based on role.