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Manager, Workforce Operations

Whatnot· Operations
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Hybrid (New York, NY / San Francisco, CA / Phoenix, AZ / Los Angeles, CA)$140k - $160kFull-timePosted 4w ago

About the role

Role focused on capacity planning, scheduling, and reporting for agent teams across Customer Experience, Trust & Risk, and International teams. Forecasts contact volume, determines headcount needs, optimizes schedules, and collaborates with product and BPO partners. Remote-friendly with hubs in NY, SF, Phoenix, and LA; travel not required but within commuting distance to hubs.

Responsibilities

  • Forecast staffing needs, taking into account contact volume, SLAs, and headcount requirements
  • Lead tactical staffing, aligning agent schedules to inbound demand and managing time-off requests for agents across Customer Experience, Trust & Risk, and International teams
  • Generate reports to show changes to productivity or performance
  • Collaborate closely with BPO Partner leadership teams to manage partner agent schedules
  • Own scenario modeling for adhoc staffing reallocations and ‘what if’ analyses

Qualifications

  • At least 6+ years of experience, with 4+ in Workforce Management
  • Strong data analysis skills, turning data insights into action and highly proficient in SQL
  • Experience in a fast-paced environment, preferably a startup
  • Proven experience working within Zendesk and other Customer Support systems
  • Exceptional written and verbal communication skills
  • Ability to move remarkably fast with little structure and guidance

Skills

Required:Forecasting and headcount planningSQLData analysisZendesk or similar CS toolsCross-functional collaboration

Benefits

  • Generous Holiday and Time off Policy
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
  • Care benefits
  • 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
  • Parental Leave
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Whatnot

Whatnot is the largest livestream shopping platform in the U.S.

Whatnot is the largest livestream shopping platform in the U.S., connecting buyers and sellers in real-time across any category – from collectibles like trading cards to comics, fashion, sneakers, and more.

marketplacee-commerce
Company profileWebsite

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