Senior Manager, Workforce Management

🕒 Junho 10

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Dutchie

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

🛍️ Comércio Eletrônico

☁️ SaaS

🛒 Varejo

eCommerce • SaaS • Retail

A Dutchie é uma plataforma líder em tecnologia para o mercado de cannabis na América do Norte, oferecendo um conjunto abrangente de soluções para dispensários de cannabis. A empresa disponibiliza ferramentas como sistemas de ponto de venda (POS) para dispensários, soluções de e-commerce, programas de marketing e fidelidade, integração de pagamentos, gerenciamento de entregas e gerenciamento de estoque. A plataforma da Dutchie é projetada para melhorar a experiência de compra de cannabis através de recursos como capacidades de SEO, marketing personalizado, e-commerce modernizado e ferramentas robustas de conformidade para atender às rigorosas exigências regulatórias. Com integrações a mais de 100 parceiros de tecnologia, a Dutchie apoia operações contínuas para varejistas, cultivadores e marcas de qualquer tamanho, processando mais de $22 bilhões em volume anual de transações e facilitando 1 milhão de transações diárias. A Dutchie está comprometida com a inovação, a privacidade de dados e o empoderamento das empresas de cannabis com tecnologia confiável, fácil de usar e escalável.

Descrição

• Strategic Workforce Architecture: Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring our human footprint scales efficiently alongside business growth. • Automation & Deflection Roadmap: Audit existing support volumes and workflows to identify the heaviest "human time-sucks." Partner with technical teams to deploy robotic process automation (RPO/ RPA), tooling improvements, or AI agents to handle triaged tasks. • Operational Excellence: Oversee the daily execution of real-time management, scheduling, and queue performance. Ensure SLA/KPI targets are met while maintaining healthy agent utilization and sustainable workloads. • Cross-Functional Optimization: Collaborate with Finance, Product, Engineering, and Enablement to align workforce capacity with product releases, promotional cycles, and engineering rollouts. • Data & Insights Engine: Transform raw performance data into actionable business intelligence. Build a feedback loop that informs product teams exactly where users face systemic friction based on volume spikes. • Team Dynamics: Partner with a high-performing team of WFM analysts, fostering a culture of data-driven decision-making and continuous process improvement.

🎯 Requisitos

• 5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics, ideally within a high-growth SaaS, marketplace, or technology environment. • 2 to 3 + years of direct people management experience, with a proven track record of scaling teams and developing analytical talent. • The "Nuts & Bolts" Mastery: Expert-level proficiency with modern WFM software (e.g., Assembled, Nice InContact, Playvox, or Teleopti), omni-channel routing, and Erlang configurations. • An Automation Mindset: Tangible experience identifying operational inefficiencies and successfully collaborating with engineering or systems teams to implement automated solutions (AI agents, API integrations, or CRM macro optimization). • Advanced Analytics Skills: Strong SQL, Excel, or data visualization skills (Tableau, Looker). You don’t just pull data; you translate it into an operational narrative. • High Business Acumen: Ability to translate complex operational data into precise financial and strategic implications for executive leadership.

🏖️ Benefícios

• Full medical benefits including dental and vision plans to ensure you always have the best care. • Equity packages in the form of stock options to all employees. • Technology (hardware, software, reading materials, etc..) allowance • Flexible vacation and sick days