[Hiring] Workforce Manager @Owner.com

Role Description

When 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.

We'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
• Performance optimization across a growing, multichannel support operation.

This 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.

Your work will allow frontline leaders to focus on coaching and developing their teams while ensuring we consistently deliver on our service-level commitments.

Qualifications

• 5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function.
• Demonstrated expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis within a high-volume, multichannel support environment.
• Strong understanding of workforce management methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.
• Advanced proficiency in Excel or Google Sheets, with experience developing and maintaining complex staffing and capacity models.
• Hands-on experience implementing, configuring, or administering workforce management platforms.
• Strong analytical skills and the ability to translate operational data into actionable staffing and performance recommendations.
• Experience supporting distributed teams, skill-based routing, and complex scheduling requirements.
• Proven ability to improve forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.
• Strong communication, cross-functional collaboration, and operational ownership.

Requirements

• Experience building workforce management capabilities in a high-growth SaaS or technology company is a plus.
• Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms is a plus.
• Familiarity with Salesforce, Intercom, or comparable customer support platforms is a plus.
• Proficiency in SQL, Snowflake, or business intelligence tools is a plus.
• Experience evaluating the impact of AI and automation on contact demand and staffing requirements is a plus.

Benefits

• The estimated base salary for this role is $100,000 - $130,000 USD.
• Comprehensive health coverage.
• Work from anywhere (100% remote workplace).
• Unlimited PTO - plus extra fun perks!

Company Description

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.

Since 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. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team is now in the low hundreds, with top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe.

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto.