Workforce Management Program Manager — WordPress VIP

WordPress VIP is the world’s leading enterprise content management platform. We help the world's largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

WordPress VIP is transforming how leading companies create digital experiences using the power of the open web. As a rapidly growing organization, we’re looking for a workforce management expert to help our teams deliver a world-class support experience to our enterprise customers. The Workforce Management Program Manager’s mission will be to schedule, forecast, report on, and improve our team allocation and effectiveness. You’ll schedule 60+ support and engineering staff within our 24/7/365 global Support operation, and report directly to WordPress VIP’s vice president of Global Support. 

Responsibilities:

• Scheduling
• Ensure 24/7/365 coverage with no gaps.
• Build efficient, flexible schedules that balance business needs with employee experience.
• Optimize resource allocation, and reassign staff to cover changes in scheduling needs. 
• Lead the way for maintaining global coverage during meetups, when our distributed team meets for a week in person.
• Help our teammates know their schedules well enough in advance to support a healthy work-life balance.
• Forecasting
• Establish staffing requirements to maintain 24/7/365 coverage of multiple support roles, and build coverage for emerging teams.
• Leverage tools for improving the efficiency of our day-to-day operations and long-term capacity planning.
• Work proactively with hiring teams and leadership to be prepared to address changing hiring needs as they happen.
• Forecast for new multichannel capabilities, including text and chat functionality.
• Reporting
• Collaborate with team leads on process and expectations improvements.
• Produce clear, detailed, and actionable analysis of support coverage gaps.
• Design, create, and monitor best-in-class reporting capabilities to ensure rapid and high-quality 24/7 support outcomes for our customers.
• Improving
• Determine best practices in a multichannel setup, prioritizing and assigning work across multiple channels.
• Analyze historical and current data to identify trends and spot opportunities to improve coverage and effectiveness.
• Assist strategy team with trend analysis and product improvement recommendations.
• Identify and address inefficiencies in support routing and the processes we rely upon to serve customers.

Requirements: 

• Strong knowledge of workforce management systems and processes, and proven experience in a senior workforce management role.
• You have excellent written English skills and can effectively communicate with customers and colleagues, sometimes under stressful circumstances. You can communicate technical information to an audience that may be unfamiliar with WFM concepts. Communication is our oxygen and the basis of everything we do.
• Proven track record of creative problem-solving: You find ways around problems rather than default to standard solutions. 
• Familiarity with analyzing historical and current data to identify trends and improve coverage and effectiveness.
• Proficiency in building efficient, flexible schedules that balance business needs with employee experience.
• Skills in forecasting staffing requirements for multiple support roles and emerging teams.
• Ability to leverage tools for improving day-to-day operations and long-term capacity planning.
• Experience in producing detailed analysis of support coverage gaps.
• Knowledge of best practices in a multichannel setup, including work prioritization and assignment.

Nice-to-haves:

• Familiarity with WordPress or web hosting.
• Strong understanding of Zendesk ticketing system, features, and reporting tools.
• Experience with Tymeshift/Zendesk WFM.
• OpsGenie, PagerDuty, or other alert-based scheduling experience.

Salary range: $90,000 - $140,000 USD - Please note that salary ranges are global, regardless of location, and we pay in local currency.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.