Manager, Workforce Management & Support Insights

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.

As the Manager of Workforce Management & Support Insights, you'll build and own the workforce planning function that ensures the Support organization can meet customer demand efficiently while maintaining exceptional service quality.

You'll be responsible for forecasting demand, planning headcount across both FTE and vendor teams, and ensuring the Support organization is staffed appropriately across channels, regions, and time zones. Your work will directly influence how the company scales support while maintaining strong service levels and operational efficiency.

You'll operate as both a strategic planner and operational owner. Early on, you'll build forecasting models, staffing strategies, and WFM systems that provide visibility into capacity and performance. Over time, you'll help shape how workforce planning evolves as automation and AI increasingly influence support demand and agent productivity.

You'll work cross-functionally with Support leadership, Operations, Finance, and vendor partners to ensure the Support organization is staffed effectively and positioned to scale alongside the platform.

What You'll Do

• Build and own the Workforce Management function for Support, establishing forecasting frameworks, staffing models, and workforce planning processes.

• Develop demand forecasts across support channels using historical trends, product signals, and growth projections.

• Build and maintain operational dashboards and reporting frameworks that provide visibility into support demand, workforce performance, and key operational trends.

• Own headcount planning across both internal support teams and BPO partners, ensuring staffing aligns with service level targets and operational goals.

• Design capacity models that account for productivity, shrinkage, onboarding ramp time, and operational complexity.

• Own and optimize WFM tooling and systems that power forecasting, staffing, and workforce reporting.

• Build dashboards and reporting frameworks to track workforce metrics such as service levels, utilization, shrinkage, and forecast accuracy.

• Partner with Support leadership and Finance to translate business growth into hiring plans and staffing strategies.

• Collaborate with vendor management teams to align BPO staffing plans with forecasted demand and service level requirements.

• Establish processes for real-time workforce monitoring and intraday staffing adjustments.

• Model and evaluate the impact of automation and AI tooling on support demand, agent productivity, and long-term workforce planning.

Required Skills & Experience

• 5+ years of experience in workforce management, support operations, operations analytics, or similar roles within a technology company.

• Strong expertise in demand forecasting, workforce modeling, and capacity planning for customer support organizations across multiple channels (tickets, chat, voice, or async).

• Experience developing headcount strategies that balance service levels, operational efficiency, and cost-to-serve across both internal teams and outsourced/vendor support organizations.

• Strong analytical capabilities with experience building forecasting models, operational dashboards, and workforce reporting using tools such as SQL, spreadsheets, or BI platforms.

• Experience owning or administering workforce management platforms (e.g., NICE, Verint, Teleopti, Tymeshift, or similar) and integrating them with support tooling ecosystems.

• Experience supporting globally distributed support organizations and planning coverage across regions and time zones.

• Experience modeling the operational impact of automation, AI agents, or support deflection on workforce demand and productivity.

• Demonstrated ability to translate operational data into clear staffing strategies and actionable insights for leadership.

• Comfort operating as both a strategic owner and hands-on builder in scaling or high-growth operational environments.

• Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve forecasting workflows, operational modeling, or workforce analytics.

Nice to Have

• Experience working in developer tools, SaaS infrastructure, or highly technical product environments.

• Experience partnering on support tooling, automation initiatives, or operational analytics infrastructure.

Bonus Points

• Has used Replit and built internal tooling.

• Experience supporting developer-focused products or technical user communities.

• Experience building internal workforce planning tools, dashboards, or operational systems.

What We Value

• Problem-solving mindset: Ability to approach complex operational challenges systematically and develop scalable workforce strategies.

• Self-directed and autonomous: Capable of owning forecasting, staffing, and workforce planning with minimal oversight.

• Strong communication skills: Able to translate complex operational models into clear insights for leadership and stakeholders.

• Continuous learning: Passion for improving operational systems and adopting new technologies that improve workforce planning.

• Focus on automation: Strong belief in automating operational workflows and leveraging AI to improve workforce efficiency.

This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.

Full-Time Employee Benefits Include:

Competitive Salary & Equity

401(k) Program with a 4% match

️ Health, Dental, Vision and Life Insurance

Short Term and Long Term Disability

Paid Parental, Medical, Caregiver Leave

Commuter Benefits

Monthly Wellness Stipend

Autonomous Work Environment

In Office Set-Up Reimbursement

Flexible Time Off (FTO) + Holidays

Quarterly Team Gatherings

In Office Amenities

Want to learn more about what we are up to?

• Meet the Replit Agent

• Replit: Make an app for that

• Replit Blog

• Amjad TED Talk

Interviewing + Culture at Replit

• Operating Principles

• Reasons not to work at Replit

To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.