Apply on Employer Site

SeatGeek · 12 hours ago

Senior Manager, Workforce

New York, New York

Full-time

Hybrid

Senior Level

$120K/yr - $174K/yr

7+ years exp

SeatGeek believes live events are powerful experiences that unite humans. 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, partnering with key leaders to optimize staffing plans and ensure resources meet business needs.

EdiscoveryEventsSearch EngineSportsTicketing

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

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

Qualification

Workforce ManagementForecastingData ModelingPeople ManagementWFM ToolsCollaboration SkillsCoachingMentoringCommunication SkillsProblem Solving

Required

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