Job Overview
Location
India
Job Type
Full-time
Category
Operations Manager
Date Posted
February 24, 2026
Full Job Description
📋 Description
- • As the Senior Manager of Workforce Management (WFM) at HighLevel, you will be instrumental in shaping the future of our customer-facing operations by leading the strategic direction, systems, and operational excellence of workforce planning across all departments. This is a pivotal role for an individual who thrives on both strategic foresight and hands-on execution, capable of translating ambitious business growth plans into robust, scalable workforce strategies that ensure we meet and exceed the needs of our rapidly expanding global user base.
- • You will be responsible for the end-to-end WFM lifecycle, encompassing forecasting, capacity planning, scheduling strategy, and real-time management. Your leadership will extend to nurturing and developing a high-performing WFM team, fostering a culture of analytical rigor, continuous improvement, and accountability. This position demands strong cross-functional influence, the ability to communicate complex workforce dynamics to executive leadership, and a deep ownership of long-term workforce planning that directly aligns with HighLevel's aggressive growth objectives.
- • HighLevel is at the forefront of AI-powered sales and marketing solutions, supporting over 2 million businesses globally. As of mid-2025, our platform handles an immense volume of activity, processing over 4 billion API hits and more than 2.5 billion message events daily. We manage over 470 terabytes of data, operate through a network of 250+ microservices, and support over 1 million hostnames. This scale presents unique and exciting challenges for workforce management, requiring innovative solutions to ensure seamless customer experiences.
- • Your core responsibilities will include leading and scaling the WFM function. This involves building, mentoring, and expanding a team of workforce analysts and schedulers across various regions, establishing best practices, performance standards, and robust governance for all workforce planning activities. You will be crucial in creating clear career paths, comprehensive development plans, and effective performance frameworks for your team, cultivating an environment where accountability, analytical excellence, and a drive for continuous improvement are paramount.
- • A significant part of your role will be owning strategic workforce planning. You will develop and maintain sophisticated short-, mid-, and long-term capacity models that are intricately aligned with our revenue growth targets, seasonal fluctuations, and ongoing product expansion initiatives. This will require close collaboration with Finance, People Operations, Business Intelligence (BI), and Revenue Operations (RevOps) to drive integrated headcount planning and hiring strategies. You will also build advanced scenario planning models to empower executive decision-making, providing critical insights into potential workforce impacts of various business strategies.
- • You will own the forecasting of service level performance and the optimization of staffing across our Support, Customer Success, Sales, and other customer-facing teams. The goal is to ensure our workforce strategy achieves a delicate yet effective balance between delivering exceptional service quality, maintaining cost efficiency, and enhancing the overall employee experience for our global team.
- • Driving operational excellence and forecast accuracy will be a key focus. You will oversee real-time management and intraday performance monitoring across all customer interaction channels and geographies. This includes continuously refining our forecast accuracy, optimizing shrinkage modeling, and establishing realistic utilization targets. You will define key performance indicators (KPIs) and develop comprehensive reporting frameworks to meticulously track adherence, occupancy, Service Level Agreement (SLA) attainment, and overall efficiency.
- • Furthermore, you will identify systemic gaps within our current WFM processes and lead targeted initiatives to significantly improve productivity and enhance performance outcomes across the board. Your expertise will be vital in optimizing our WFM systems, serving as the executive owner for our Assembled WFM platform and any related tooling. You will drive system enhancements, ensure seamless integrations, champion automation efforts, and implement reporting improvements to maximize the value derived from our WFM technology stack.
- • Partnering with our Systems and BI teams will be essential to guarantee data integrity and ensure the scalability of our WFM infrastructure. You will also act as the primary workforce strategy advisor to leadership within Customer Experience, Success, Sales, and Operations. This involves translating complex workforce analytics into clear, concise, and actionable insights that resonate with senior stakeholders, and regularly presenting these insights and strategic recommendations to leadership and executive audiences.
- • You will collaborate on critical initiatives that directly impact our staffing models, such as new product launches, strategic expansion efforts, and entry into new markets, ensuring our workforce is optimally positioned to support these ventures. This role is perfect for someone energized by building scalable systems, enhancing forecast accuracy, optimizing cost-to-serve, and driving superior operational performance through data-driven decision-making in a dynamic, high-growth environment.
🎯 Requirements
- • 10+ years of progressive Workforce Management experience, with a significant portion in high-growth, customer-facing organizations.
- • Minimum of 3 years of proven experience leading and scaling WFM teams, demonstrating leadership capabilities in managing diverse groups across different regions.
- • Demonstrated success in building sophisticated long-term capacity models and executing strategic headcount planning initiatives that directly supported business growth.
- • Hands-on expertise with Workforce Management platforms, with a strong preference for experience using Assembled.
- • Strong financial and operational acumen, with a solid track record of partnering effectively with Finance and RevOps departments to align workforce strategies with financial goals.
- • Advanced proficiency in Excel or Google Sheets, coupled with strong financial modeling skills essential for complex analysis and forecasting.
- • Experience with Business Intelligence (BI) tools such as Looker, Tableau, or Power BI is highly preferred, enabling advanced data visualization and reporting.
- • Exceptional communication and interpersonal skills, with a proven ability to influence and gain buy-in from senior stakeholders and executive leadership.
- • Proven ability to thrive and operate effectively in a fast-paced, data-driven, and remote-first work environment, adapting quickly to changing priorities and business needs.
🏖️ Benefits
- • Competitive salary and performance-based bonuses.
- • Comprehensive health, dental, and vision insurance.
- • Generous paid time off (PTO) and holidays.
- • Opportunities for professional development and continuous learning.
- • Remote-first work environment with flexibility.
- • Access to cutting-edge WFM technology and tools.
- • Collaborative and innovative company culture.
Skills & Technologies
Senior
Remote
About HighLevel Inc.
HighLevel Inc. provides an all-in-one SaaS platform that consolidates marketing, sales and CRM tools for agencies and small businesses. The cloud software unifies landing pages, email and SMS campaigns, funnels, pipeline management, appointment scheduling, reputation management, two-way messaging, automation workflows, analytics and white-label capabilities. Designed to replace fragmented point solutions, it lets agencies resell the platform under their own brand, manage multiple client sub-accounts from a single dashboard and scale recurring revenue. Founded in 2018, the company is headquartered in Dallas, Texas, and serves tens of thousands of agencies worldwide.
