Sr. Manager, WFM

About us
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.
To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.
Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our people
With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our impact
Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.
Learn more about us on our YouTube Channel or Blog Posts 

 

As the Sr. Manager of Workforce Management (WFM), you will lead the strategic direction, systems, and operational excellence of workforce planning across all customer-facing functions. You are both a strategic thinker and an execution-focused operator who can translate business growth plans into scalable workforce strategies.

You will oversee forecasting, capacity planning, scheduling strategy, and real-time management while leading and developing a high-performing WFM team. This role requires strong cross-functional influence, executive communication, and ownership of long-term workforce planning aligned with company growth objectives.

You are energized by building scalable systems, improving forecast accuracy, optimizing cost-to-serve, and driving operational performance through data-driven decisions.

 

Lead, develop, and scale a team of workforce analysts and schedulers across regions.

Establish best practices, performance standards, and governance for workforce planning.

Create clear career paths, development plans, and performance frameworks for the WFM team.

Foster a culture of accountability, analytical rigor, and continuous improvement.

Develop and maintain short-, mid-, and long-term capacity models aligned to revenue growth, seasonality, and product expansion.

Partner with Finance, People Ops, BI, and RevOps to drive headcount planning and hiring strategies.

Build scenario planning models to support executive decision-making.

Own service level performance forecasting and staffing optimization across Support, Success, Sales, and other customer-facing teams.

Ensure workforce strategy balances service quality, cost efficiency, and employee experience.

Oversee real-time management and intraday performance across channels and geographies.

 

Continuously improve forecast accuracy, shrinkage modeling, and utilization targets.

Establish KPIs and reporting frameworks to track adherence, occupancy, SLA attainment, and efficiency.

Identify systemic gaps and lead initiatives to improve productivity and performance outcomes.

Serve as the executive owner of the Assembled WFM platform and related tooling.

Drive system enhancements, integrations, automation, and reporting improvements.

Partner with Systems and BI teams to ensure data integrity and scalability.

Act as the primary workforce strategy advisor to Customer Experience, Success, Sales, and Operations leadership.

Translate complex workforce analytics into clear, actionable insights for senior stakeholders.

Present workforce insights and recommendations to leadership and executive audiences.

Partner on initiatives that impact staffing models, including product launches, expansion strategies, and new market entry.

 

 

10+ years of Workforce Management experience in a high-growth, customer-facing organization.

3+ years of experience leading WFM teams at scale.

Demonstrated experience building long-term capacity models and strategic headcount planning.

Hands-on expertise with WFM platforms (Assembled strongly preferred).

Strong financial and operational acumen with experience partnering cross-functionally with Finance and RevOps.

Advanced proficiency in Excel or Google Sheets; strong modeling skills required.

Experience with BI tools such as Looker, Tableau, or Power BI preferred.

Exceptional communication skills with the ability to influence senior stakeholders.

Proven ability to operate in a fast-paced, data-driven, remote-first environment.