Warby Parker is hiring a

Senior Manager, CX Workforce Planning

Nashville, United States

Warby Parker is on the lookout for a Senior Manager of CX Workforce Planning to lead CX team staffing and scheduling decisions across all three of our offices—in New York City, Nashville, and Las Vegas. In this role, you’ll partner with stakeholders across the company to plan out CX staffing based on our SLAs and forecasted business trends. Our ideal candidate is an experienced leader who’s motivated to help grow our best-in-class CX operation and exceed our customers’ expectations day in and day out. Sounds like your cup of tea? Here are all the ins and outs:

What you’ll do:

  • Manage long-term forecasting, scenario planning, and staffing to inform hiring needs for the CX team across multiple roles, interaction channels, and timezones
  • Create and monitor budget and hiring inputs, in partnership with our Financial Planning & Analysis team, in order to optimize spending, improve our overall employee experience, and maintain our best-in-class caliber of service
  • Partner with our CX Engagement, Talent Acquisition, and CX Training & Communications teams to craft hiring plans that help us meet our SLAs and stay properly staffed for the volume of customer interactions we’ve forecasted in each channel
  • Make sure that our employee performance metrics, HR policies, occupancy, scheduling, and shift planning are all seamlessly integrated
  • Oversee day-to-day operations of the team through our internal workforce management system, making sure that day-of changes and schedule adherence are benefiting our customer response times
  • Proactively identify the staffing measures needed to execute different strategic business plans
  • Identify and share improvement opportunities within our full-time and part-time teams, from interaction channel breakdowns to shift scheduling to shrinkage-related projects
  • Foster and maintain a culture of empowerment, engagement, trust, and accountability

Who you are:

  • Backed by 5+ years in contact centers (BPO and/or in-house), with hands-on experience forecasting in workforce management software
  • A strong and empathetic leader who can drive big strategic decisions while still fostering individual autonomy and accountability on your team
  • Experienced at shaping workforce management efforts to achieve specific customer outcomes and support larger company objectives
  • A positive thinker and an organized, enthusiastic collaborator who can communicate clearly and kindly, both online and in person
  • Able (and eager!) to lead high-visibility projects from start to finish, with measurable results
  • Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

 

About Us:

Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style.

We’re constantly asking ourselves how we can do more and make a greater impact—and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale, be profitable, and do good in the world—without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.

Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything our customers need for happier eyes at a price that leaves them with money in their pockets, from designer-quality glasses and contacts to eye exams and vision tests. 

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program. Over eight million pairs of glasses have been distributed in over 50 countries; that means eight million people now have the glasses they need to learn, work, and achieve better economic outcomes. 

At Warby Parker, you can look forward to company outings and events, volunteering and learning opportunities, and just great company filled with curious, kind folks. Dreaming up and sharing ideas aren’t responsibilities reserved for certain teams or leaders; the challenge (a really fun one) of innovation is on all of our shoulders. Teammates can also connect around common interests, backgrounds, and identities, no matter their home base, through our various employee resource groups. (We’re happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ+ employees!) That sense of community and belonging keeps us excited to walk through the door every day, wherever that door may be. 

We're driven to continue building a workplace, based on inclusive behaviors and equitable systems, where all employees can bring their authentic selves, feel engaged, and share their perspectives as a valued member of Team Warby. Transparency is what we’re all about, and our annual Impact Report and Racial Equity Strategy lay out how we’re sticking to these values.