Manager, Workforce Management
GravieSalary not specified
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
FintechIndustries
Requirements
- 3-5 years of experience in Workforce Management, Capacity Planning, or a related role in customer support or support operations
- 2+ years of people management experience
- Experience working with Zendesk and using Explore to surface insights and inform staffing or operational decisions
- A strong sense of ownership - comfortable creating structure in ambiguity and leading systems end-to-end
- Deep familiarity with support metrics such as SLA, AHT, occupancy, and shrinkage - and how they drive workforce strategy
- Excellent communication and collaboration skills, especially across support, ops, and strategic functions
- Proficiency with Excel or Google Sheets, including comfort working with large datasets and workforce models
- Lead with curiosity and creativity, piloting new ways of thinking about workforce strategy (e.g., redesigning scheduling, experimenting with performance metrics, responding to shifting priorities)
- A balance of execution and strategy - hands-on, but always thinking about how to build for scale
Responsibilities
- Translate workforce data into clear, actionable insights that enable collaboration with Support leadership - helping them prioritize staffing decisions, weigh trade-offs, and model the impact of upcoming changes
- Set the strategic direction for Workforce Management in Customer Support, defining what great looks like as we scale across channels, time zones, and toward 24/7 support coverage
- Guide and support Workforce Management team members, providing coaching, quality oversight, and direction as the function grows
- Partner cross-functionally with Support Operations, Product, Marketing, Finance, and Enablement to align workforce planning with upcoming launches, specialization needs, international team growth, and language expansion
- Own and evolve long-term forecasting models, helping Mercury make smarter investments in people and process
- Lead planning cycles and partner with Support Leads to define how schedules, staffing coverage, and channel management align with team goals and customer experience standards
- Introduce and standardize scalable WFM processes from shift design and PTO planning to coverage models that account for time zone complexity, channel differences, and specialization across regions and functions
- Own vendor relationships and tooling strategy for our WFM platform (Assembled) - ensuring we’re getting the most from our systems while preparing for future needs
- Collaborate with CS Leadership to improve visibility into performance, staffing trends, and operational outcomes via dashboards and reporting infrastructure
- Contribute to the broader CS Operations team by supporting cross-functional initiatives, change management efforts, and team-wide prioritization
Skills
Key technologies and capabilities for this role
Mercury
Banking services for startups and founders
About Mercury
Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.
San Francisco, CaliforniaHeadquarters
2017Year Founded
$146.8MTotal Funding
DEBTCompany Stage
Fintech, Financial ServicesIndustries
1,001-5,000Employees