Senior Manager of Workforce Optimization

3 weeks ago

Calgary, Alberta, Canada CLIO Full time

Clio is seeking a Senior Manager of Workforce Optimization to lead our global workforce planning efforts, leveraging AI tools and advanced analytics to conduct strategic planning, forecasting, and process improvement in support of a rapidly growing SaaS company.

The Senior Manager of Workforce Optimization will play a pivotal role in ensuring that we have the right talent, in the right place, at the right time, in order to deliver exceptional service to our customers while maintaining operational efficiency.

Working closely with Customer Support, Customer Success, People Operations, and other cross-functional teams, you will develop and implement strategies that help Clio scale effectively while promoting a high level of employee engagement and an exceptional customer experience.

Key Responsibilities:

  • Leading the Workforce Management team, cultivating a collaborative, high-performance culture;
  • Mentoring and developing team members, promoting growth while delivering aligned results;
  • Fostering agility and adaptability to meet the demands of Clio's rapidly scaling business.

Workforce Planning & Strategy:

  • Developing long-term workforce management strategies to enable Clio's growth and operational objectives;
  • Designing staffing models that support scalable customer success and operations functions while delivering an exceptional customer experience;
  • Driving resource allocation planning across teams to ensure optimal service levels and cost efficiency;
  • Ensuring compliance with labor laws, company policies, and industry regulations related to workforce management and scheduling practices.

Technology & Tools:

  • Leveraging AI, predictive analytics, and other advanced tools to enhance workforce planning processes and capabilities;
  • Managing and optimizing workforce management tools, systems, and platforms;
  • Staying on top of the latest trends and technology and bring new solutions to the business.

Forecasting & Analytics:

  • Analyzing historical data and emerging trends to develop accurate forecasts for staffing needs, workload distribution, and capacity planning;
  • Creating actionable insights using workforce management tools and analytics to optimize resource utilization;
  • Developing KPIs and dashboards that monitor team performance, productivity, and customer satisfaction.

Operational Efficiency:

  • Ensuring consistent operations and an exceptional customer experience by designing and implementing best practices in workforce scheduling and capacity management;
  • Optimizing and refining organizational performance and resource utilization;
  • Collaborating with the leadership team to drive continuous improvements and operational efficiencies.

Collaboration & Stakeholder Engagement:

  • Acting as a trusted partner to internal teams, ensuring workforce planning aligns with business goals, operational requirements, and customer expectations;
  • Serving as a key point of contact for executive leadership on all matters related to workforce planning and forecasting.

Requirements:

  • 7+ years of experience in operations, workforce management, or related roles within a fast-paced SaaS or technology company;
  • 5+ years of progressive leadership experience, with a history of building and managing high-performing teams while promoting employee engagement;
  • 3+ years of resource or workforce management and planning experience;
  • Experience analyzing and interpreting data to solve challenges and develop forecasts and strategic plans;
  • Enthusiasm for leveraging AI, digital tools, and automations to drive efficiency;
  • Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels across the organization;
  • Proficiency with workforce management tools and data analytics platforms (e.g., Playbox, NICE, Verint, Aspect, etc.); Prior experience with Playvox is a plus;
  • Familiarity with Salesforce or similar CRM software.

Preferred Qualifications:

  • Experience in the legal industry;
  • Experience in a customer-facing, technical role;
  • Proven ability to scale operations in alignment with rapid business growth;
  • Proficiency in data visualization and analytics tools (e.g., Power BI, Tableau, Looker);
  • Advanced knowledge of data analysis and statistical modeling;
  • Knowledge of labor laws and compliance related to workforce management.

What We Offer:

  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance;
  • Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day;
  • Flexible time off policy, with an encouraged 20 days off per year;
  • $2000 annual counseling benefit;
  • RRSP matching and RESP contribution;
  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

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