Operations Manager • Mid-Level

Who you are

You have a strong background in workforce management, with experience in capacity planning and scheduling. You understand the importance of forecasting contact volume and determining headcount requirements to meet service level agreements. Your customer-centric approach drives your decision-making, ensuring that the needs of users are always prioritized. You thrive in cross-functional environments, collaborating with product teams to align staffing requirements with new policies and features. Your analytical skills allow you to interpret data effectively, enabling you to make informed decisions that enhance operational efficiency.

You are a proactive problem solver, always looking for ways to improve processes and outcomes. Your ability to communicate effectively with various stakeholders ensures that everyone is aligned and informed. You are comfortable working in a fast-paced environment and can adapt to changing priorities while maintaining a focus on delivering results. You believe in the power of teamwork and collaboration, fostering a positive work culture that encourages innovation and growth.

What you'll do

In this role, you will lead the workforce operations for Whatnot's Trust & Risk organization, focusing on capacity planning and scheduling. You will forecast staffing needs based on contact volume and service level agreements, ensuring that the team is adequately resourced to handle customer inquiries effectively. You will collaborate with product teams to understand upcoming changes and how they impact staffing requirements, allowing for proactive adjustments to schedules and headcount. Your role will involve analyzing data to identify trends and areas for improvement, enabling you to make strategic recommendations that enhance operational performance.

You will also be responsible for reporting on workforce metrics, providing insights to leadership on team performance and areas for development. Your ability to communicate these insights clearly will be crucial in driving informed decision-making across the organization. As a leader, you will mentor and support your team, fostering a culture of continuous improvement and professional growth. You will play a key role in shaping the future of workforce operations at Whatnot, contributing to the company's mission of redefining e-commerce through community and innovation.

What we offer

Whatnot offers a dynamic work environment where innovation is encouraged and valued. You will have the opportunity to work with a talented team dedicated to transforming the e-commerce landscape. We provide competitive compensation and benefits, along with opportunities for professional development and growth. Join us as we build the future of online marketplaces and empower individuals to turn their passions into businesses.