Job Posted: 4/12/24 Location: North America Hi there! We’re looking for a Workforce Management Operations Manager to play a pivotal role in optimizing and scaling the operations that drive customer support planning and staffing at Zapier. As a subject-matter expert in workforce management operations, you’ll leverage your analytical and technical skills to enhance our systems and processes to elevate productivity and help our customer support teams scale efficiently. If you are passionate about customer support, thrive in a data-driven environment, and want to contribute to a culture of continuous improvement, we want you on our team. If you want to advance your career at a fast-growing, profitable, impact-driven company, read on…

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About You:

• You have 5-7 years of experience in a Workforce Management Operations role. You’re a subject-matter expert who has worked at a high-growth B2B SaaS company. You’ve played a key role in scaling workforce management operations to drive an effective multichannel and global support team to execute strategic objectives for positive customer impact. You’ve helped the customer support organization optimize productivity by leveraging data-driven insights, developing process improvement opportunities, driving policy changes, and planning for automation wherever possible. You’re comfortable collaborating across various functions to align capacity planning, team scheduling, and customer support programs. You’ve worked to optimize staffing models for a combination of in-house and outsourced customer support agents across different channels to support SMB and Enterprise customer segments.
• You have a continuous improvement mindset. You proactively seek opportunities and come up with creative solutions for operational improvements. You are an active listener and use regular touchpoints with stakeholders to identify pain points and opportunities to connect areas seamlessly. You educate yourself on the latest and greatest with what’s happening in the field of workforce management to overcome the status quo and help companies scale. You build project plans and roadmaps aligned with other teams to prioritize and drive ongoing execution of high-impact opportunities for improvement. You’re an advocate for change and push for advancements as a company grows, becomes more complex, and evolves with new technologies. You stay ahead of the curve by being curious and finding ways where AI can be used to automate processes.
• Problem-solving energizes you. You are comfortable with ambiguity and can break down complex problems into achievable goals. You love leading cross-functional projects and you’re motivated to drive alignment and navigate complex organizations. You develop, experiment and iterate on solutions to balance minimizing staffing costs and optimizing available staff to deliver high-quality customer support. You focus on consistently uncovering pain points and bottlenecks related to workforce management operations and developing solutions to overcome them.
• You have expert knowledge of modern workforce management and Customer Support platforms. You’ve served as an administrator for your team’s workforce management tech stack and you’ve helped bridge technical gaps between stakeholders. You’ve played a key role in workforce management tool implementations and integrations and you’re familiar with the customer support tooling landscape. You set up platform features and processes to be as effective and frictionless as possible for internal users. You stay up to date with new feature releases from internally used platforms and create execution plans to incorporate updates to improve internal operations.  You enable self-serve capabilities and seamless operations by ensuring our teams are utilizing our workforce management platforms as intended via clear audience-specific process documentation and partnering with our enablement, training and customer support leadership teams for reinforcement.
• You are fluent in Customer Support data. You understand which information needs to flow in and out of workforce management and Customer Support platforms in order to run successful operations. You have demonstrated the ability to analyze data to identify new opportunities and drive future decisions for our scaling teams, while effectively weighing investment versus potential business outcome. You plan operations with consideration to data accuracy and availability to ensure future optimizations are based on robust data insights. You work closely with Finance, Data and Analytics teams to align workforce management with business strategies, financial forecasts, and operational reporting.
• You’re an outstanding communicator. You are an excellent written communicator and are experienced in creating documentation for different audiences. You communicate successfully across teams at a growing organization. You’re curious and empathetic and use those values to ask questions strategically to uncover the goals and motivations of your stakeholders. You’re able to communicate and collaborate with technical and non-technical stakeholders to create solutions that meet business needs. You are comfortable synthesizing key information to enable leadership to make effective decisions. You foster strong partnerships cross-functionally by providing the right level of transparency and using effective frameworks for stakeholder engagement.
• You remain focused on impact. You’ve made it your mission to ensure that customer support teams in various regions are adequately staffed to adhere to agreed SLAs and address customer needs efficiently and effectively. You stay focused on what will have the biggest impact on the business, prioritize tasks effectively, and embrace the power of automation and standardization to reduce overhead for your team and stakeholders.

Things You’ll Do:

• Collaborate with both technical and non-technical stakeholders to scope, roadmap and implement solutions to solve workforce management problems.
• Monitor and analyze workforce management performance to highlight strategic insights, develop opportunities, provide recommendations and implement leadership-aligned solutions to drive scalable operational improvements.
• Serve as the subject matter expert and administrator for the workforce management tech stack and data management tools.
• Assist with special projects across customer support operations, analytics, enablement and tooling.
• Contribute to evolving scalable workforce management operations by using AI to make workforce management more efficient and effective.
• Optimize staffing and scheduling for our in-house and outsourced customer support agents across channels and customer segments
• Partner with Finance stakeholders to ensure capacity planning, forecasting and scheduling are aligned with strategic business goals, and in connection with financial objectives.
• Partner with Data and Analytics stakeholders to ensure the reliability of WFM reporting and to help drive the quality of insights provided to customer support leaders.

How to Apply At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional. After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter! Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws. Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.  Application Deadline: The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled. Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working. Compensation Range: $103.9K - $155.9K