Competitive salary & equity; 401(k) program with a...
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5+ years workforce management experience
Demand forecasting and capacity planning
Headcount planning for fte and vendor teams
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Replit is seeking a Manager for Support Workforce Management & Insights to lead workforce planning and ensure efficient customer support operations. The ideal candidate will have extensive experience in workforce management and analytics, with a focus on forecasting demand and optimizing staffing strategies.
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Job Summary
This role builds and owns the workforce planning function to ensure the Support organization meets customer demand efficiently while maintaining exceptional service quality.
The position requires developing demand forecasts across multiple channels and managing headcount strategies for both internal teams and BPO partners.
Replit offers competitive salary and equity, a 401(k) match, comprehensive health benefits, and an autonomous work environment with flexible time off.
Matching Summary
Match Score: 75
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Replit is seeking a Manager for Support Workforce Management & Insights to lead workforce planning and ensure efficient customer support operations. The ideal candidate will have extensive experience in workforce management and analytics, with a focus on forecasting demand and optimizing staffing strategies.
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Salary
Competitive Salary & Equity; 401(k) Program with a 4% match; Health, Dental, Vision, Life Insurance, Paid Parental Leave, Commuter Benefits, Wellness Stipend
Skills & Requirements
Must-have
5+ years workforce management experience
Demand forecasting and capacity planning
Headcount planning for FTE and vendor teams
WFM platform administration (NICE, Verint, etc.)
SQL or BI platform dashboard development
Global time zone coverage planning
Nice-to-have
Experience with developer tools or SaaS infrastructure
Hands-on AI tool usage for workflow automation
Background in building internal planning tools
Support for technical user communities
Strategic partnership with vendor management teams
Key Requirements
5+ years experience in workforce management or operations analytics
Proven expertise in demand forecasting and capacity modeling
Experience with globally distributed support organizations