{"id":3834199,"url":"https://alion.io/job/owner-workforce-manager-support","title":"Workforce Manager, Support","company":{"id":171882,"name":"Owner","domain":"owner.com","url":"https://alion.io/company/owner-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":93,"open_postings":40,"ghost_share":0,"stale_share":0.3,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-11-06T05:58:05Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":100000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Erlang","optional":false},{"name":"Google Sheets","optional":false},{"name":"HubSpot","optional":false},{"name":"Intercom","optional":false},{"name":"Salesforce","optional":false},{"name":"Shopify","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-05T17:14:24Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T10:06:35Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Owner\nOwner is the AI-native system local business owners use to succeed, starting with restaurants.\nWe’re building the system that replaces the many tools owners use to run their business.\nIt powers everything from the restaurant’s website, online ordering, CRM, POS, and more.\nProduct philosophy\nMost small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.\nOur system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.\nUsing Owner should feel like having a team of great operators, engineers, and marketers working for you.\nOur vision\nWe’re starting by helping independent restaurants succeed online.\nBut it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.\nOnce we nail the solution for restaurants - we’ll scale it into every other local business type.\nIn the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.\nOur traction\nSince 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.\nMore importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.\nOur team\nOur team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.\nWe’ll be scaling even faster in 2026 to keep pace with our customer growth.\nWhere we work\nOwner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!\nAbout the role\nWhen a restaurant owner needs help, every minute matters. Having the right people, with the right skills, available at the right time is essential to delivering an exceptional customer experience.\nWe're looking for a Workforce Manager to build and own workforce management across our Customer Support organization. You'll lead forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization across a growing, multichannel support operation.\nThis is a hands-on role requiring strong analytical skills, operational judgment, and the ability to build scalable processes. You'll partner with Support leadership, Finance, Recruiting, and Analytics to ensure staffing decisions balance customer experience, employee development, and operational efficiency.\nYour work will allow frontline leaders to focus on coaching and developing their teams while ensuring we consistently deliver on our service-level commitments.\nThe impact you will have\nWorkforce forecasting and capacity planning\nOwn short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support casework.\n\nDevelop interval-level staffing models by channel, skill, and support tier using established workforce planning methodologies, including Erlang C and workload-based capacity models.\n\nAccount for contact volume, average handle time, occupancy, shrinkage, attrition, training, and employee ramp when determining staffing requirements.\n\nPartner with Finance, Recruiting, and Support leadership to develop headcount plans, hiring timelines, and workforce budgets.\n\nMonitor forecast accuracy, analyze variances, and adjust staffing assumptions based on business growth, seasonality, and demonstrated automation efficiencies.\n\nScheduling and workforce optimization\nOwn workforce scheduling across distributed teams, aligning staffing coverage with forecasted demand and service-level objectives.\n\nOptimize shifts, breaks, PTO, training, coaching, and other offline activities while balancing operational requirements and employee needs.\n\nManage scheduling across time zones, weekends, holidays, and overnight operations.\n\nEstablish processes for schedule changes, overtime, attendance exceptions, and adherence monitoring.\n\nIdentify and address scheduling inefficiencies, coverage gaps, and opportunities to improve workforce utilization.\n\nReal-time workforce management and performance\nEstablish real-time monitoring of staffing, agent availability, queue performance, service levels, occupancy, and schedule adherence.\n\nConduct intraday reforecasting and coordinate staffing adjustments in response to demand fluctuations, absenteeism, and operational disruptions.\n\nDevelop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages.\n\nAnalyze workforce performance to identify the root causes of service-level misses, capacity loss, and operational inefficiencies.\n\nEstablish actionable reporting and regular workforce performance reviews, providing Support leaders with clear recommendations and corrective actions.\n\nWorkforce systems and continuous improvement\nOwn the implementation, configuration, and optimization of workforce management tools and supporting processes.\n\nEnsure accurate workforce data and reliable integrations with support, telephony, and relevant employee management systems.\n\nAutomate manual processes and improve visibility into forecasting, scheduling, adherence, and staffing performance.\n\nEstablish documented workforce management procedures, operating standards, and clear ownership across teams.\n\nContinuously improve workforce efficiency, scalability, and service-level consistency as the business grows.\n\nWhat you bring\n5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function.\n\nDemonstrated expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis within a high-volume, multichannel support environment.\n\nStrong understanding of workforce management methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.\n\nAdvanced proficiency in Excel or Google Sheets, with experience developing and maintaining complex staffing and capacity models.\n\nHands-on experience implementing, configuring, or administering workforce management platforms.\n\nStrong analytical skills and the ability to translate operational data into actionable staffing and performance recommendations.\n\nExperience supporting distributed teams, skill-based routing, and complex scheduling requirements.\n\nProven ability to improve forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.\n\nStrong communication, cross-functional collaboration, and operational ownership.\n\nIt's a plus if you have\nExperience building workforce management capabilities in a high-growth SaaS or technology company.\n\nExperience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms.\n\nFamiliarity with Salesforce, Intercom, or comparable customer support platforms.\n\nProficiency in SQL, Snowflake, or business intelligence tools.\n\nExperience evaluating the impact of AI and automation on contact demand and staffing requirements.\n\nCompensation and benefits\nThe estimated base salary for this role is $100,000 - $130,000 USD\n\nOther benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!\n\nNotice - Employment Scams\nCommunication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.\nWe do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as \"phishing\" or “spam” and do not respond.","description_format":"text","description_chars":8266,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","POS Systems","Marketing Automation","Website Builders"],"lifecycle":[{"event":"open","at":"2026-11-05T20:27:27Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3 · green card filings: 1","filings_12m":3,"filings_prev_12m":3,"green_card_filings_12m":1,"median_offered_wage_usd":161250,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":46,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":true},"html_url":"https://alion.io/job/owner-workforce-manager-support","json_url":"https://alion.io/job/owner-workforce-manager-support.json","meta":{"generated_at":"2026-11-06T12:29:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22698,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":171882},"rest":"https://alion.io/mcp/rest/get_company?id=171882"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fowner-workforce-manager-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fowner-workforce-manager-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fowner-workforce-manager-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/owner-workforce-manager-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fowner-workforce-manager-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3834199}},{"tool":"search_jobs","arguments":{"company":"owner.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3834199},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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