{"id":2186265,"url":"https://alion.io/job/roadie-workforce-manager","title":"Workforce Manager","company":{"id":11775,"name":"Roadie","domain":"roadie.com","url":"https://alion.io/company/roadie","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"HR","role_family":"HR","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":166000,"period":"year","method":"global_role_seniority_cell","sample_n":3669},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-09T14:07:42Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-20T22:17:33Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes - from urban hubs to rural communities - Roadie provides seamless, scalable solutions that meet a variety of delivery needs.\nWith a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit www.roadie.com.\nAs Roadie’s Workforce Manager, you’ll lead workforce planning and real-time operations for our 24/7 Support organization. Working across Roadie and our BPO partners, you’ll ensure the right coverage across phone, chat, and email to deliver a great user experience.\nYou’ll develop our Real-Time Analysts and scheduling resources, anticipate demand, and guide teams through daily challenges and peak periods. If you enjoy solving complex operational puzzles, developing people, and seeing your decisions make an immediate impact, you’ll thrive in this role.\nWhat You’ll Do\nLead and develop Roadie’s Real-Time Analysts and scheduling resources through clear priorities, coaching, and accountability\nOwn forecasting, staffing, and headcount planning across Support channels, internal teams, and BPO partners\nBuild schedules that align staffing with demand and maintain consistent queue coverage\nGuide real-time operations by monitoring service levels, adherence, occupancy, utilization, backlog, and handle time, taking action as needs shift\nAnticipate staffing and scheduling gaps, communicate their business impact, and recommend practical solutions\nPartner with Support Managers, Vendor Managers, Salesforce, Engineering, and other technical teams to improve routing, workflows, automation, and self-service\nAssess how proposed operational and technology changes will affect contact volume, staffing needs, queue performance, and the user experience\nDevelop workforce and contingency plans for peak season, high-volume periods, and unexpected staffing or system challenges\nServe as a workforce leadership resource for our 24/7 operation, including during outages and service disruptions, as business needs require\nLead postmortems after significant service-level misses or disruptions, turning findings into actionable improvements\nDeliver reporting and analysis that helps leaders make informed decisions about staffing, headcount, and operational performance\nOversee WFM platform configuration and partner with technical teams to strengthen workforce tools, routing, and reporting accuracy\nWhat You Bring\n5+ years of contact-center workforce management experience across forecasting, capacity planning, scheduling, and real-time operations\nProven success developing workforce analysts or schedulers through coaching, clear expectations, and accountability\nExperience supporting 24/7, multichannel operations and partnering with BPOs across sites or time zones\nStrong analytical judgment, with the ability to anticipate risks, uncover root causes, and turn data into practical recommendations\nStrong understanding of queue management and routing, including how process changes, automation, and AI deflection affect staffing and service levels\n Clear communication, sound judgment under pressure, and strong ownership and follow-through\nAdvanced proficiency with Excel or Google Sheets and working knowledge of Calabrio, Salesforce, Amazon Connect, or comparable platforms\n Experience planning for peak demand and managing workforce responses to outages or service disruptions\nA bachelor’s degree or an equivalent combination of education and relevant experience\nExperience building WFM processes from the ground up or supporting high-growth or gig-economy operations preferred\nWhy Roadie? \nCompetitive compensation packages \n100% covered health insurance premiums for yourself\n401k with company match\nTuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) \nFlexible work schedule with unlimited PTO \nMonthly 3-day weekends\nMonthly WFH stipend \nPaid sabbatical leave- tenured team members are given time to rest, relax, and explore\nThe technology you need to get the job done\nThis role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.","description_format":"text","description_chars":4558,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Flexible schedule","Health insurance","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Delivery","Courier Services"],"lifecycle":[{"event":"open","at":"2026-10-09T16:30:40Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2 · green card filings: 1","filings_12m":2,"filings_prev_12m":5,"green_card_filings_12m":1,"median_offered_wage_usd":167500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+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":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":10,"expected_fill_days":40,"reasons":["conf:0","win:early"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/roadie-workforce-manager","json_url":"https://alion.io/job/roadie-workforce-manager.json","meta":{"generated_at":"2026-10-21T00:23:24Z","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":604,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"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":11775},"rest":"https://alion.io/mcp/rest/get_company?id=11775"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Froadie-workforce-manager"},{"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%2Froadie-workforce-manager"},{"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%2Froadie-workforce-manager"},{"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/roadie-workforce-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Froadie-workforce-manager"}]}