Position Summary...Location: Bentonville, AR (onsite)
The Manager, Workforce Management is responsible for leading the end-to-end Workforce Management function for assigned Marketplace Operations business areas. This role oversees workforce planning execution, scheduling, real-time operations, staffing optimization, vendor performance, and operational governance while partnering across Operations, Forecasting, Finance, Product, Analytics, and BPO teams. The position leads Schedulers and Real-Time Analysts and serves as the primary Workforce Management partner for operational leaders.
What you'll do...Workforce Management Leadership- Lead the end-to-end Workforce Management function across assigned business areas.
- Own workforce execution from forecast intake through scheduling, intraday management, and reporting.
- Establish Workforce Management governance and best practices.
Scheduling & Workforce Planning- Lead schedule creation, optimization, publication, and schedule change management.
- Optimize staffing while balancing business requirements and employee experience.
Intraday & Real-Time Operations- Lead intraday workforce execution to achieve service levels.
- Manage schedule adherence, occupancy, staffing risks, overtime, VTO, and contingency plans.
Operational Performance- Monitor workforce KPIs and drive corrective actions.
- Conduct workforce reviews to improve efficiency and operational performance.
Cross-Functional Partnership- Partner with Operations, Forecasting, Finance, Product, Analytics, HR, Engineering, and BPO partners to execute workforce strategies.
Vendor & BPO Workforce Management- Oversee Workforce Management execution across outsourced operations.
- Ensure vendor staffing and scheduling align with business expectations.
Continuous Improvement- Drive automation, process improvements, and Workforce Management system enhancements.
- Standardize Workforce Management processes and documentation.
People Leadership- Lead, coach, and develop Schedulers and Real-Time Analysts.
- Establish performance expectations and support career development.
Minimum Qualifications- Bachelor's degree in Business, Operations, Supply Chain, Engineering, or a related field.
- 8+ years of Workforce Management, Scheduling, Real-Time Management, or Contact Center Operations experience.
- 3+ years of people leadership experience.
- Experience with NICE IEX, NICE CXone WFM, Verint, Aspect, or Genesys.
- Advanced Microsoft Excel skills and strong analytical abilities.
Preferred Qualifications- Retail, eCommerce, Marketplace, or omnichannel operations experience.
- Experience managing BPO workforce operations.
- Experience with SQL, Tableau, or Power BI.
- Knowledge of Erlang, scheduling optimization, and intraday management.
Success Metrics- Service Level Achievement
- Schedule Efficiency
- Schedule Adherence
- Occupancy
- Staffing Variance
- Overtime & VTO Optimization
- Productivity
- Workforce Utilization
- Stakeholder Satisfaction
Core Competencies- Workforce Management
- Scheduling
- Intraday Operations
- Operational Excellence
- Leadership
- Continuous Improvement
- Data-Driven Decision Making
- Cross-Functional Collaboration
Why This Role MattersThis role translates workforce strategies into operational execution, ensuring Marketplace Operations consistently delivers strong service levels, operational efficiency, and an excellent customer and seller experience.
The annual salary range for this position is $80,000.00 - $155,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include :
- Stock
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Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Bachelor's degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 2 years' experience in data management, business analytics, statistics, or related area OR 4 years' experience in data analysis, statistics, computer science, or related area.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Master's degree in in Analytics, Statistics, Computer Science, Mathematics or related field, Project Management Certification, Six Sigma certification
Primary Location...1601 SE 10th St, Bentonville, AR 72716, United States of America
