Senior Manager, Workforce Management

About Dutchie Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company’s 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn’s Top 50 Startups. Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg’s Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors. About This Job We are seeking a strategic, forward-thinking Senior Manager Workforce Management & Optimization to lead, scale, and transform our Support Operations workforce ecosystem. While you must deeply understand traditional WFM principles—forecasting, capacity planning, and scheduling —your primary mandate is to build a future-proof operation. You won't just staff for the queue; you will actively work to diminish it through smarter routing, triage, and automated deflection. This role sits at the intersection of operational excellence and digital transformation. You will champion and empower our frontline support teams while partnering closely with Product, Engineering, and Operations to identify high-volume, repetitive tasks that can be automated or pushed directly into AI agents and code. If you are a WFM purist who only wants to manage static spreadsheets, this isn't the role for you. If you are an operational leader excited by the challenge of balancing human execution with automated efficiency, we want to hear from you. What You'll Do... Strategic Workforce Architecture: Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring our human footprint scales efficiently alongside business growth. Automation & Deflection Roadmap: Audit existing support volumes and workflows to identify the heaviest "human time-sucks." Partner with technical teams to deploy robotic process automation (RPO/ RPA), tooling improvements, or AI agents to handle triaged tasks. Operational Excellence: Oversee the daily execution of real-time management, scheduling, and queue performance. Ensure SLA/KPI targets are met while maintaining healthy agent utilization and sustainable workloads. Cross-Functional Optimization: Collaborate with Finance, Product, Engineering, and Enablement to align workforce capacity with product releases, promotional cycles, and engineering rollouts. Data & Insights Engine: Transform raw performance data into actionable business intelligence. Build a feedback loop that informs product teams exactly where users face systemic friction based on volume spikes. Team Dynamics: Partner with a high-performing team of WFM analysts, fostering a culture of data-driven decision-making and continuous process improvement. What You Bring... 5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics, ideally within a high-growth SaaS, marketplace, or technology environment. 2 to 3 + years of direct people management experience, with a proven track record of scaling teams and developing analytical talent. The "Nuts & Bolts" Mastery: Expert-level proficiency with modern WFM software (e.g., Assembled, Nice InContact, Playvox, or Teleopti), omni-channel routing, and Erlang configurations. An Automation Mindset: Tangible experience identifying operational inefficiencies and successfully collaborating with engineering or systems teams to implement automated solutions (AI agents, API integrations, or CRM macro optimization). Advanced Analytics Skills: Strong SQL, Excel, or data visualization skills (Tableau, Looker). You don’t just pull data; you translate it into an operational narrative. High Business Acumen: Ability to translate complex operational data into precise financial and strategic implications for executive leadership. It’s a Bonus if You… Have experience working in a fast-paced technology ecosystem during a phase of rapid scale or restructuring. A degree or background in Industrial Engineering, Operations Research, Statistics, or Finance. Direct experience implementing Generative AI support agents or conversational AI layers. Have a Society of Workforce Planning Professionals (SWPP) certification. You’ll Get… We are targeting $125,000- $160,000 based on the intended level for this role. In addition to cash compensation, our total rewards package includes: Full medical benefits including dental and vision plans to ensure you always have the best care. Equity packages in the form of stock options to all employees. Technology (hardware, software, reading materials, etc..) allowance Flexible vacation and sick days At Dutchie, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Dutchie believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.