Senior Manager, Workforce Management

Impact

As the Sr Manager of Workforce Management at Shipt, you will play a pivotal role in leading and participating in a high-performing team responsible for end-to-end workforce management for Shipt's experiential operations team. This is a high visibility role that includes direct accountability for a 20+ million dollar budget and oversight of 700+ internal and external members of the Experiential Operations team. The successful candidate will have a proven track record in leading workforce planning, scheduling, and real-time management in a fast-paced, customer-focused environment, preferably within the gig worker industry.

While no two days are the same you will lead, motivate, and develop a team of 19 analysts, associate managers, and managers to ensure the delivery of exceptional workforce management services. You will lead and be hands on in the development and execution of accurate workforce forecasts and capacity plans to ensure optimal resource allocation for Shipt's experiential operations team. You will implement strategies to monitor real-time performance and adjust staffing levels to meet service level goals, ensuring efficient response to dynamic operational needs. You will develop and execute plans for effective management of operational queues using system automation, people and processes, ensuring smooth and efficient workflow. You will lead the creation and optimization of schedules that balance operational needs, employee preferences, and labor costs, while ensuring high service levels. You will establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on performance and identifying opportunities for improvement. You will Work closely with cross-functional teams, including operations, technology, and analytics, to align workforce management strategies with overall business objectives. You will drive a culture of continuous improvement by identifying and implementing process enhancements and technology solutions that optimize workforce efficiency. You will also lead and coach the team in all aspects of best in class Work Force Practices.

What You’ll Need to Be Successful

• You have a Bachelor's degree in Business, Operations Management, or a related field. Master’s degree is a plus.
• You have 5 years of proven experience in leading workforce management teams in a high-volume, customer-centric environment, ideally with gig industry experience.
• You have in-depth knowledge of workforce management principles, including forecasting, scheduling, real-time management and KPI (service levels, occupancy and concurrency) achievement.
• You have advanced statistical modeling skills, including the ability to understand machine learning concepts and their use in advanced regression models (ARIMA, Prophet, etc)
• You have 5 years and expert level proficiency in workforce management tools and systems.
• You have strong analytical and problem-solving skills, with the ability to transform complex analytical problems to easily consumable, actionable insights..
• You have excellent communication and interpersonal skills, with the ability to influence and collaborate across different levels of the organization.
• You have experience communicating with all levels of an organization, to include senior executives
• You have demonstrated ability to thrive in a fast-paced, dynamic work environment.

Pay Range: $$75,000- $120,000

Skills & Education

This list includes key skills used in this job but is not inclusive of all skills needed for the role. Please see any required education below.

Analytics, Key Performance Indicators (KPI), Resource Management, Team Leadership, Workforce Management (WFM)

Work Arrangement

Shipt considers candidates located near a Shipt office or workspace in Birmingham, San Francisco, or Minneapolis to be hybrid, which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate, collaborate, and spark team connections. In-office expectations will vary by role and leader. Certain roles may require in-office presence on a full-time basis. Please work with your recruiter to learn more about the classification of this role.

About Shipt

Shipt is a retail tech company that connects people to reliable, high-quality delivery with a personal touch. Shipt connects customers to the things they want from the stores they love, retail businesses to more satisfied customers, and workers to new earning opportunities.

At Shipt, we aim to put our team first to boost a sense of belonging, spark opportunities for growth, provide unique benefits and commit to giving back to our communities in ways that make life better, both personally and professionally. We understand that our service, our culture, and our connection to our communities are only made better by every single person who shows up to work here every day.

Shipt is an independently operated, wholly owned subsidiary of Target Corporation and available in more than 5,000 U.S. cities. Shipt was founded and is headquartered in Birmingham, Alabama.