Manager, Workforce Management

Manager, Workforce Management (CX Operations)

The Manager, Workforce Management (CX Operations) will lead the strategy and execution of workforce planning, forecasting, and scheduling for our Customer Experience (CX) organization. This role is critical in ensuring that our CX teams both internal and outsourced are optimally staffed to deliver best-in-class service and response times for patients and customers.

You will own the end-to-end CX capacity planning process, translating forecasted demand into actionable staffing strategies. You'll partner closely with CX leadership, BPO partners, Finance, and Analytics teams to ensure the workforce model scales efficiently and supports exceptional customer experiences.

This role reports to the Sr. Manager, Workforce Operations and will manage a team of analysts responsible for forecasting, scheduling, and real-time management across CX teams.

You Will :

• Lead the CX workforce management function, owning short-term and long-term forecasting, scheduling, and capacity planning.
• Partner with CX, Vendor Management, and Finance teams to align staffing plans with service-level goals and budgetary constraints.
• Manage a team of WFM analysts responsible for real-time performance monitoring, queue health, and adherence across multiple CX channels.
• Develop and refine forecasting models based on business seasonality, marketing campaigns, and product launches.
• Own workforce reporting and analytics to inform leadership decisions around hiring, staffing mix, and operational performance.
• Collaborate with BPO partners to optimize scheduling practices, adherence performance, and agent utilization.
• Lead initiatives to enhance forecasting accuracy, scheduling efficiency, and data transparency through automation and tool improvements.
• Provide strategic insights to CX leadership on capacity risks, staffing tradeoffs, and cost optimization opportunities.
• Coach and develop team members to strengthen analytical rigor, collaboration, and operational excellence.

You Have :

Preferred Qualifications :

Our Benefits (there are more but here are some highlights) :

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to applyeven if you're not sure if your background or experience is a perfect match.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

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