Workforce Manager

Join the Future of Commerce with Whatnot! Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together. From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce. RoleWe are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Customer Experience organization. You have experience forecasting contact volume and determining headcount requirements and schedules accordingly. You are customer-centric and you constantly make decisions using data. You also have experience working cross-functionally with product teams to understand what Customer Experience staffing requirements should look like when new features are launching on the platform. Forecast staffing needs, taking into account contact volume and headcount requirementsAssist with scheduling and process time-off requests for the CX organizationGenerate reports to show changes to productivity or performanceWork with BPOs and oversee their schedulesLead capacity planning and cascade schedules out to front-line CX AgentsLead cross-functional partnerships with Product and Engineering to determine what capacity is needed before new product launchesTeam members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs. YouCurious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here. As our Workforce Manager you should have:At least 7+ years of experience in Workforce Management within a Customer Experience organizationExperience in a fast-paced environment, preferably a startupProven experience working within Zendesk and SigmaExceptional written and verbal communication skillsSound business judgment, including using data to drive strategy and business actionAbility to move remarkably fast with little structure and guidance BenefitsFlexible Time off Policy and Company-wide Holidays (including a spring and winter break)Health Insurance options including Medical, Dental, VisionWork From Home SupportHome office setup allowanceMonthly allowance for cell phone and internetCare benefitsMonthly allowance for wellnessAnnual allowance towards ChildcareLifetime benefit for family planning, such as adoption or fertility expensesRetirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationallyMonthly allowance to dogfood the appAll Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!). Parental Leave16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence. EOEWhatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. Apply to this Job