AI Summary
Lead workforce strategy and execution for Support teams, manage a distributed team of analysts and specialists, and partner with key leaders to forecast, model, and optimize internal staffing plans.
Key Highlights
Own end-to-end workforce strategy and execution for Support
Manage a distributed team of workforce analysts and specialists
Partner with key leaders to forecast, model, and optimize internal staffing plans
Key Responsibilities
Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners
Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting
Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations
Technical Skills Required
Benefits & Perks
Equity stake
Flexible work environment
WFH stipend
Unlimited PTO
Up to 16 weeks of fully-paid family leave
401(k) matching
Student loan matching program
Health, vision, dental, and life insurance
Up to $25k towards family building, reproductive health services and Gender-affirming care
Wellness expenses
Subscriptions to Headspace, Headspace Care, and One Medical
Live event tickets
Music subscription
Job Description
SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.
As a member of the Marketplace Services Workforce team, the Sr. Manager, Workforce Services Manager owns the workforce strategy and execution of our Support teams at SeatGeek. The Manager will be responsible for partnering with key leaders within and outside of Marketplace Operations to forecast, model, optimize internal staffing plans and ensure we have the right resources to meet the needs of our growing base of fans, brokers, and clients. This will include ensuring the necessary operations teams have the resources (e.g., tooling, roles, headcount, processes) to operate effectively and scale with the business. The Workforce Services Manager will also manage a small team of analysts & specialists, leading and supporting them in their day-to-day responsibilities.
What You'll Do
- Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners
- Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting
- Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations
- Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs
- Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling
- Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees
- 7+ years of experience in the Workforce Management space including forecasting, modeling, scheduling, and reporting for customer support teams.
- 5+ Years experience in a people management role, managing remotely distributed team
- Exceptional communication and collaboration skills. Ability to effectively collaborate with stakeholders of all levels of seniority and tenure throughout the organization
- Experience working in WFM tools (e.g., Playvox, Verint, Assembled), with a deep understanding of the technological aspects of its setup
- Experience working with BPO organizations to staff and deliver world-class customer support operations.
- Experience with AI assistants and support optimization tools
- Excellent data modeling and analysis skills
- Experience managing others, and a passion for coaching, mentoring, and creating career opportunities for your team
- Willingness to dig into the details and solve challenges collaboratively with your team
Interested in remote work opportunities in Development & Programming? Discover Development & Programming Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.
- Equity stake
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching
- Student loan matching program
- Health, vision, dental, and life insurance
- Up to $25k towards family building, reproductive health services and Gender-affirming care
- $500 per year for wellness expenses
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
- $120 per month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
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