Senior Manager, Workforce Management

Why this role

As the Senior Manager of Workforce Management, you will lead high-level strategy creation through day-to-day service level performance management for the Customer Experience team through capacity planning, forecasting, scheduling, and staffing. You love fast-paced high-growth environments and jump at the chance to build strong, sustainable workforce management and optimization foundations around people, processes and products to enable customer facing teams to deliver hospitality at scale. As a Leader on the CX Operations team, you’ll have the support to bring lessons learned to build, select tools, and implement processes that will make our Customer Experience organization hum. 

What you’ll do

• Partner with Customer Experience leaders, People, and Finance teams to set a comprehensive Workforce Management strategy for our Guest & Owner facing teams to optimize Evolver, Guest, and Owner experiences.
• Partner with CX Leadership and Finance teams to create a robust headcount modeling process with historical and up-to-date inputs and demand drivers
• Execute thoughtful and seamless integration between teammate engagement and performance metrics, team occupancy, scheduling, and staffing
• Drive improvement in the accuracy, quality, and efficiency of workforce management by building people, process, and technology solutions 
• Lead the workforce management team in staffing optimization including planning for off-line activities to support operations needs (i.e., training, one-on-ones, and meetings)
• Lead an intraday management function to maintain day-to-day staff service level performance by monitoring volume, adjusting and reallocating resources as necessary
• Build and maintain a best-in-class workforce management team by providing coaching, professional development, and leadership support for teammates in their roles
• Plan and execute for potential future expansion of workforce management processes and activities beyond the CX organization to other departments with hourly staff at Evolve

What makes you a great fit

• 8+ years of experience in workforce management, preferably supporting a Customer Experience/front-line organization 
• 5+ years experience as a people leader
• Passionate about creating an inclusive, engaged, high-performing, and connected team environment and dedicated to delivering best-in-class hospitality 
• Proficient with spreadsheet tools to create impactful data-supported insights 
• A leader who can build a vision and generate buy-in through influential storytelling
• Experience selecting, implementing, and optimizing customer experience and workforce management technology
• Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
• An optimistic, high-energy problem solver who pursues sustainable long-term solutions
• Self-motivated - you don’t look for direction, you make it happen

Location 

We currently are able to hire throughout the U.S except in the following states: District of Columbia, Hawaii, and Pennsylvania. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both! There are also certain positions that may have hiring impacts in the following states: California, Maryland, New York, Rhode Island and Washington. 

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Compensation

For this role our salary range is $106,000 to $122,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.