Sr. WFM Manager

About Us HighLevel is an AI-powered, all-in-one white-label sales and marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We proudly support a global and growing community of over 2 million businesses, including agencies, consultants, and organizations across industries. HighLevel equips users with the tools needed to capture, nurture, and convert leads into loyal customers. As of mid-2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events daily. Our platform manages over 470 terabytes of data across five databases, operates through a network of 250+ microservices, and supports more than 1 million hostnames. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software — we are building a global community rooted in creativity, collaboration, and impact. We cultivate a culture where innovation thrives, ideas are celebrated, and people come first. Our Impact As of mid-2025, our platform powers over 1.5 billion messages, generates more than 200 million leads, and facilitates over 20 million conversations every month for the 2+ million businesses we serve. Behind those numbers are real people growing their companies and connecting with customers — and we help make that happen. Learn more about us on our YouTube Channel or Blog Posts. Who You Are As the Sr. Manager of Workforce Management (WFM), you will lead the strategic direction, systems, and operational excellence of workforce planning across all customer-facing functions. You are both a strategic thinker and an execution-focused operator who can translate business growth plans into scalable workforce strategies. You will oversee forecasting, capacity planning, scheduling strategy, and real-time management while leading and developing a high-performing WFM team. This role requires strong cross-functional influence, executive communication, and ownership of long-term workforce planning aligned with company growth objectives. You are energized by building scalable systems, improving forecast accuracy, optimizing cost-to-serve, and driving operational performance through data-driven decisions. What You’ll Be Doing Lead and Scale the WFM Function Lead, develop, and scale a team of workforce analysts and schedulers across regions. Establish best practices, performance standards, and governance for workforce planning. Create clear career paths, development plans, and performance frameworks for the WFM team. Foster a culture of accountability, analytical rigor, and continuous improvement. Own Strategic Workforce Planning Develop and maintain short-, mid-, and long-term capacity models aligned to revenue growth, seasonality, and product expansion. Partner with Finance, People Ops, BI, and RevOps to drive headcount planning and hiring strategies. Build scenario planning models to support executive decision-making. Own service level performance forecasting and staffing optimization across Support, Success, Sales, and other customer-facing teams. Ensure workforce strategy balances service quality, cost efficiency, and employee experience. Drive Operational Excellence & Forecast Accuracy Oversee real-time management and intraday performance across channels and geographies. Continuously improve forecast accuracy, shrinkage modeling, and utilization targets. Establish KPIs and reporting frameworks to track adherence, occupancy, SLA attainment, and efficiency. Identify systemic gaps and lead initiatives to improve productivity and performance outcomes. Own and Optimize WFM Systems Serve as the executive owner of the Assembled WFM platform and related tooling. Drive system enhancements, integrations, automation, and reporting improvements. Partner with Systems and BI teams to ensure data integrity and scalability. Influence Cross-Functional Strategy Act as the primary workforce strategy advisor to Customer Experience, Success, Sales, and Operations leadership. Translate complex workforce analytics into clear, actionable insights for senior stakeholders. Present workforce insights and recommendations to leadership and executive audiences. Partner on initiatives that impact staffing models, including product launches, expansion strategies, and new market entry. What You’ll Bring 10+ years of Workforce Management experience in a high-growth, customer-facing organization. 3+ years of experience leading WFM teams at scale. Demonstrated experience building long-term capacity models and strategic headcount planning. Hands-on expertise with WFM platforms (Assembled strongly preferred). Strong financial and operational acumen with experience partnering cross-functionally with Finance and RevOps. Advanced proficiency in Excel or Google Sheets; strong modeling skills required. Experience with BI tools such as Looker, Tableau, or Power BI preferred. Exceptional communication skills with the ability to influence senior stakeholders. Proven ability to operate in a fast-paced, data-driven, remote-first environment.