Workforce Manager

🚀 Join the Future of Commerce with Whatnot!

Whatnot is the largest live 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, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together.

From fashion, beauty, and electronics to 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.

💻 Role

We 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 requirements

• Assist with scheduling and process time-off requests for the CX organization

• Generate reports to show changes to productivity or performance

• Work with BPOs and oversee their schedules

• Lead capacity planning and cascade schedules out to front-line CX Agents

• Lead cross-functional partnerships with Product and Engineering to determine what capacity is needed before new product launches

Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.

👋 You

Curious 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 organization

• Experience in a fast-paced environment, preferably a startup

• Proven experience working within Zendesk and Sigma

• Exceptional written and verbal communication skills

• Sound business judgment, including using data to drive strategy and business action

• Ability to move remarkably fast with little structure and guidance

🎁 Benefits

• Generous Holiday and Time off Policy

• Health Insurance options including Medical, Dental, Vision

• Work From Home Support

  • Home office setup allowance

  • Monthly allowance for cell phone and internet

• Care benefits

  • Monthly allowance for wellness

  • Annual allowance towards Childcare

  • Lifetime benefit for family planning, such as adoption or fertility expenses

• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally

• Monthly allowance to dogfood the app

  • All 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 Leave

  • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 EOE

Whatnot 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.