Senior Manager Workforce Management
WFA Digital Insight
The demand for skilled workforce managers in the tech industry has grown exponentially, with a 25% increase in job openings over the past year. As companies like Dutchie continue to expand, the need for professionals who can balance human execution with automated efficiency has never been more pressing. With its commitment to innovation and social justice, Dutchie stands out as a leader in the cannabis space. Before applying, candidates should be aware that this role requires a deep understanding of traditional workforce management principles, as well as the ability to think creatively and drive digital transformation. The ideal candidate will have a strong background in Excel and a passion for streamlining processes.
Job Description
About the Role
The Senior Manager Workforce Management role at Dutchie is a strategic and forward-thinking position that will lead, scale, and transform the company's Support Operations workforce ecosystem. As a seasoned professional in workforce management, you will be responsible for building a future-proof operation that balances human execution with automated efficiency. You will champion and empower frontline support teams while partnering closely with Product, Engineering, and Operations to identify areas for automation and optimization.The successful candidate will have a deep understanding of traditional workforce management principles, including forecasting, capacity planning, and scheduling. However, this role is not just about managing static spreadsheets - it's about driving digital transformation and creating a more efficient and effective support operation.
As a key member of the Support Operations team, you will work closely with cross-functional teams to identify high-volume, repetitive tasks that can be automated or pushed directly into AI agents and code. You will also be responsible for developing and implementing strategic workforce architecture, including long-term and short-term capacity planning, forecasting, and budgeting.
What You Will Do
- Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels
- Develop and implement strategic workforce architecture to ensure efficient scaling of the human footprint alongside business growth
- Audit existing support volumes and identify areas for automation and optimization
- Partner with Product, Engineering, and Operations to identify high-volume, repetitive tasks that can be automated or pushed directly into AI agents and code
- Champion and empower frontline support teams to drive excellent customer experiences
- Develop and implement automation and deflection roadmaps to reduce support volumes and improve efficiency
- Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes
- Analyze data and metrics to inform workforce management decisions and optimize support operations
- Develop and manage budgets, forecasts, and schedules to ensure efficient use of resources
- Stay up-to-date with industry trends and best practices in workforce management and optimization
What We Are Looking For
- 5+ years of experience in workforce management, preferably in a tech or cannabis industry
- Strong understanding of traditional workforce management principles, including forecasting, capacity planning, and scheduling
- Experience with automation and deflection strategies, including AI and machine learning
- Excellent analytical and problem-solving skills, with the ability to analyze data and inform decisions
- Strong communication and collaboration skills, with the ability to partner with cross-functional teams
- Experience with Excel and other workforce management tools and software
- Strong leadership and management skills, with the ability to champion and empower frontline support teams
- Ability to think creatively and drive digital transformation
- Experience with budgeting and forecasting, with the ability to manage resources efficiently
Nice to Have
- Experience with cannabis industry regulations and compliance
- Knowledge of AI and machine learning technologies and their applications in workforce management
- Experience with agile methodologies and iterative development
- Certification in workforce management or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading company in the cannabis tech industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to cutting-edge technology and tools
- Comprehensive health and wellness benefits
- Generous paid time off and holiday schedule
- HELPFUL and supportive team environment, with a commitment to diversity and inclusion
- Tag RMTI5LjEyMS40MC4xNg== when applying to show you've read the job post completely
How to Stand Out
- Be prepared to provide examples of your experience with automation and deflection strategies, including AI and machine learning.
- Make sure your resume and cover letter are tailored to the specific requirements of the role, highlighting your analytical and problem-solving skills.
- Research the company culture and values to demonstrate your alignment with Dutchie's mission and vision.
- Prepare to discuss your experience with Excel and other workforce management tools and software.
- Be ready to provide examples of your leadership and management skills, including your ability to champion and empower frontline support teams.
- Don't be afraid to ask questions during the interview process, such as what the biggest challenges are in the role and how the company approaches professional development and growth opportunities.
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