Workforce Manager at WhatNot

Phoenix, Arizona, United States

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$140,000 – $185,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerceIndustries

Requirements

At least 7+ years of experience in Workforce Management within a Customer Experience organization
Experience in a fast-paced environment, preferably a startup
Proven experience working within Zendesk and Sigma
Exceptional written and verbal communication skills
Sound business judgment, including using data to drive strategy and business action
Ability to move remarkably fast with little structure and guidance
Within commuting distance of Phoenix, Los Angeles, San Francisco, or New York hubs

Responsibilities

Forecast staffing needs, taking into account contact volume and headcount requirements
Assist with scheduling and process time-off requests for the CX organization
Generate reports to show changes to productivity or performance
Work with BPOs and oversee their schedules
Lead capacity planning and cascade schedules out to front-line CX Agents
Lead cross-functional partnerships with Product and Engineering to determine capacity needed before new product launches

Skills

Key technologies and capabilities for this role

Capacity PlanningWorkforce ForecastingSchedulingReportingData AnalysisCross-functional CollaborationCustomer Experience ManagementBPO OversightProduct Launch PlanningPerformance Metrics

Questions & Answers

Common questions about this position

What is the salary range for the Workforce Manager position?

The salary range is $140K - $185K.

Is this role remote or does it require office presence?

Team members must be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.

What skills and experience are required for this role?

Candidates need at least 7+ years of experience in Workforce Management within a Customer Experience organization, proven experience with Zendesk and Sigma, exceptional communication skills, sound business judgment using data, and the ability to move fast with little structure.

What benefits does Whatnot offer?

Benefits include a generous holiday and time off policy, health insurance options (medical, dental, vision), work from home support, home office setup allowance, monthly allowances for cell phone, internet, care, and wellness.

What kind of person thrives in this role at Whatnot?

Whatnot looks for low ego, a growth mindset, and individuals who lean into action and high impact; experience in a fast-paced startup environment is preferred.

WhatNot

Online marketplace for authentic collectibles

About WhatNot

Whatnot.com operates as an online marketplace dedicated to collectibles, particularly focusing on items like Funkos and FiGPiNs. The platform ensures that every collectible listed is 100% authentic through a rigorous verification process that includes hand authentication, providing trust and security for both buyers and sellers. It caters to collectors and enthusiasts who seek a reliable space to buy and sell rare and exclusive items from popular franchises such as Marvel Comics and Star Wars. Whatnot.com distinguishes itself from competitors by charging low fees on sales and offering seller protection, which guarantees prompt and secure payments. The company's goal is to create a trusted environment for the growing community of collectible enthusiasts, facilitating safe and easy transactions for unique items.

Marina del Rey, CaliforniaHeadquarters

2019Year Founded

$728.7MTotal Funding

SERIES_ECompany Stage

Consumer Software, Consumer GoodsIndustries

501-1,000Employees

Benefits

Competitive base salary and stock options

Unlimited Vacation Policy and No Meeting Holidays

Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability

Work From Home Support

Up to $500 monthly to spend within Whatnot App

Care benefits

Risks

Increased competition from TikTok Shop may impact Whatnot's market share.

The collectibles market's volatility could affect Whatnot's sales and inventory.

Expansion into new categories may dilute Whatnot's specialized brand identity.

Differentiation

Whatnot offers a unique marketplace for 100% authenticated collectible items.

The platform integrates live shopping with entertainment, enhancing user engagement.

Whatnot's partnerships with major franchises like Marvel boost its market appeal.

Upsides

Whatnot's $265M funding round supports expansion and new product categories.

The platform's collaboration with PSA enhances trust through integrated authentication services.

Rising interest in live shopping among younger demographics drives Whatnot's growth.

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