Senior Program Manager - Workforce Management

What You'll Be Doing:

As the Senior Program Manager – Workforce Management, you will be the architect of our capacity planning, staffing optimization, and workforce strategy for Customer Operations. This role will be instrumental in ensuring we have the right resources, at the right time and cost, to deliver exceptional experiences to our clients and providers.

You'll lead the design and implementation of workforce forecasting models, capacity plans, and cross-functional planning processes across internal teams and BPO partners. This is a high-ownership, high-visibility IC role reporting directly to our VP of Customer Operations.

• Build and maintain capacity models that drive optimal staffing levels across all communication channels and support tiers.

• Develop short- and long-term headcount forecasts grounded in historical performance, growth projections, and strategic initiatives.

• Collaborate with Finance to develop and manage FTE headcount and BPO budgets, ensuring financial accuracy and accountability.

• Design and implement scalable infrastructure and governance frameworks to enable more robust, data-driven performance management across both internal and BPO support teams

• Act as the internal subject matter expert and administrator for our support scheduling tool (currently Assembled); proactively identify opportunities to experiment with AI-driven tools or methodologies to improve forecasting accuracy, scheduling precision, and operational excellence

• Partner with Support Leaders, Strategy, and Ops teams to translate staffing insights into workflows, reporting, and resourcing plans that scale with business demand.

• Proactively identify gaps, risks, or inefficiencies in workforce plans—and drive solutions cross-functionally.

• Transform complex analyses into clear, decision-ready insights

You’d Be a Great Fit If…

• You’re a natural cross-functional influencer, able to tell compelling stories through data

• You’re equally comfortable rolling up your sleeves to build models as you are stepping back to identify & communicate broader trends that influence strategic direction

• Proven experience in workforce management or capacity planning, ideally within customer support environments that leverage both FTE and BPO labor models.

• Strong command of support operations metrics (AHT, SLA, occupancy, shrinkage, etc.) and how to influence them through strategic planning.

• Advanced proficiency with data tools and modeling (Excel/Sheets, SQL, BI dashboards) and workforce management platforms.

• Strategic thinking combined with strong executional rigor—you’re energized by solving big problems with analytical structure and clear ownership.

• High comfort operating autonomously in a fast-moving, ambiguous startup environment.

• Excitement about scaling the WFM function as the business grows

The base compensation range for this position is:

Zone 1 (NYC, SF, Seattle Metro Area) : $119,646 - $181,000

Zone 2 (All other US locations):  $107,681 - $168,000

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate's working location. 

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume. 

Note: Please upload your resume in PDF format 

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 11, 2025.

Please see the independent bias audit report covering our use of Covey here.