Director of Workforce Management (WFM)

Why Brightside:  

For our clients - our mission is clear. To improve the financial health of working families. Brightside is an employee benefit with a brand-new approach to personal finance. We offer unique solutions to help with anything related to finances, emotions and behaviors that can impact our clients. We take a holistic view to provide unbiased and confidential assistance through an unmatched blend of products, technology and true human care. Our goal is to make it easier for our clients to understand their options to obtain long-term financial health and gain peace of mind when it comes to financial matters.

For our employees - we believe in inspiring careers, a great life/work balance and meaningful work that truly makes a difference in the lives of working families. Your work will have direct impact on the lives of our clients. You will have the opportunity to see a growing start-up from the inside out and see how passionate our employees are about the work we do and the outcomes we are creating for others.

A bit about this role:

We’re seeking a Director of Workforce Management (WFM) to lead the design and execution of a world-class WFM function for our multi-channel communication center, where client engagement occurs across messaging, email, and phones. You’ll build the WFM strategy from the ground up—developing capacity models, rebuilding our reporting infrastructure, and implementing automation to enable operational excellence. This is a high-impact role that will sit at the center of operations strategy, with deep influence across Product, Client Services, Analytics, and Technology. You’ll work cross-functionally to support ongoing system and routing workflow improvements and help reimagine the data and reporting framework that powers our operations. We’re looking for a systems thinker who can zoom out to identify macro-level performance drivers and zoom in to implement the processes and tools that drive measurable improvements.

Please see the meaningful work you will tackle below:

WFM Strategy & Leadership:

• Own the end-to-end WFM strategy, including forecasting, capacity planning, real-time management, and scheduling for a primarily digitally-driven support model.
• Build, lead, and mentor a high-performing WFM function, starting with foundational systems and scaling as the business grows.
• Establish the operational rhythm and KPIs for long-range and short-term workforce planning.
• Develop and lead a high-performing team of WFM Analysts and Specialists who support the day-to-day and intraday operations of the business, including PTO tracking, attendance, and capacity loss analysis.

Capacity & Forecasting:

• Build and maintain scalable, dynamic capacity models that account for channel mix, contact type, handle time, seasonality, SLAs, and productivity goals.
• Partner with Analytics to generate accurate contact volume forecasts and scenario plans that drive headcount and hiring recommendations.
• Develop predictive models to support Product and business planning across functions.

Automation, Tooling & Routing Workflows:

• Identify and implement automation opportunities across WFM operations, including scheduling, real-time adherence, and intraday management.
• Evaluate and integrate WFM technologies that support a modern and efficient communications center (e.g., AI forecasting, workload balancing, scheduling automation).
• Partner with Product and Engineering to support the rebuild and maintenance of intelligent routing workflows and to scale new messaging platforms.

Cross-Functional Problem Solving:

• Act as a strategic partner to Product, Engineering, Client Services, and Finance to align workforce planning with broader business goals and initiatives.
• Lead gap assessments across people, process, and technology to propose and drive enterprise-level solutions.

Insights, Reporting & Dashboarding:

• Rebuild the reporting infrastructure from the ground up, including re-envisioning core KPIs and reporting requirements that reflect evolving business priorities.
• Deliver actionable insights through dashboards and regular reporting to track efficiency, adherence, shrinkage, utilization, and staffing performance.
• Provide data-driven recommendations to optimize operations, improve the customer experience, and guide leadership decisions.
• Lead the redesign and implementation of dashboards that meet the needs of multiple stakeholders and support operational visibility.

What We’re Looking For:

• 10+ years of Workforce Management experience, including direct ownership of forecasting, capacity planning, real-time operations, and intraday management in a high-volume, multi-channel environment.
• Deep understanding of intraday staffing management, PTO and attendance tracking, and capacity loss analysis.
• Expertise in async-first operations, with proven success leading support models where chat, email, and messaging are the dominant contact channels.
• Advanced capacity modeling skills, including from-scratch model design, scenario planning, and the ability to operationalize insights across complex teams.
• Proven track record of evaluating, implementing, and scaling WFM tools and automation solutions to improve forecasting accuracy, staffing efficiency, and operational workflows.
• Demonstrated experience working cross-functionally with Product and Engineering teams to rebuild or enhance routing workflows and support operational system improvements.
• Strong data acumen with experience rebuilding reporting frameworks, rethinking KPI structures, and designing dashboards to enable better decision-making.
• Experience with enterprise WFM platforms (e.g., Assembled, Verint, Genesys) and CRM/messaging platforms (e.g., Salesforce, Intercom, Zendesk), including leading transitions or integrations.
• Skilled in presenting workforce insights to executive stakeholders and influencing business decisions through clear, strategic communication.
• Proven leadership of cross-functional initiatives that drive measurable, org-wide impact.

Preferred Qualifications:

• Experience in early- or growth-stage companies where you've built WFM processes and reporting systems from the ground up.
• Experience integrating AI or GPT-style tooling into WFM or operations environments.
• Familiarity with reimagining KPIs and implementing new dashboarding tools that meet evolving business needs across multiple teams.

Employee Benefits at Brightside: 

At Brightside you'll find a remote, safe, fun & inclusive work environment.

We have a competitive benefit plan including generous time off, medical, dental, vision, short/long term disability, life insurance, commuter options and a 401(k) plan.

Equal Employment Opportunity Commission: 

Brightside is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.