Senior Manager, Workforce Management

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Dutchie

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛍️ eCommerce

☁️ SaaS

🛒 Retail

eCommerce • SaaS • Retail

Dutchie is a leading cannabis technology platform in North America, offering a comprehensive suite of solutions for cannabis dispensaries. The company provides tools like dispensary point of sale (POS) systems, e-commerce solutions, marketing and loyalty programs, payments integration, delivery management, and inventory management. Dutchie's platform is designed to enhance the cannabis shopping experience through features like SEO capabilities, personalized marketing, modernized e-commerce, and robust compliance tools to meet intense regulatory needs. With integrations to over 100 tech partners, Dutchie supports seamless operations for retailers, cultivators, and brands of any size, processing over $22 billion in annual transaction volume and facilitating 1 million daily transactions. Dutchie is committed to innovation, data privacy, and empowering cannabis businesses with reliable, user-friendly, and scalable technology.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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