The Director of Workforce Management (WFM) is responsible for designing, implementing, and optimizing workforce strategies that support data center operations at scale. This role ensures the right technical talent is available at the right time to meet uptime, capacity, and service-level objectives. The position partners closely with Data Center Operations, Capacity Planning, HR, and Finance to drive forecasting accuracy, staffing efficiency, and labor cost optimization across multiple sites or regions.
Key Responsibilities
- Develop short- and long-term workforce plans aligned with data center growth, capacity expansion, and operational demand.
- Build and maintain forecasting models for technician staffing, shift coverage, and project-based labor needs.
- Partner with capacity planning teams to align workforce supply with infrastructure demand.
- Oversee scheduling frameworks for 24/7/365 data center operations, ensuring optimal coverage and compliance.
- Implement standardized WFM processes across multiple facilities or regions.
- Monitor real-time staffing levels and adjust to meet SLAs, uptime requirements, and incident response needs.
- Lead workforce analytics including headcount modeling, productivity metrics, utilization rates, and labor cost analysis.
- Develop dashboards and reporting for executive visibility into workforce performance.
- Use data-driven insights to recommend staffing optimizations and efficiency improvements.
- Own and optimize WFM tools (e.g., scheduling systems, forecasting software, timekeeping platforms).
- Drive automation and digital transformation initiatives within workforce planning processes.
- Ensure integration between WFM systems and HRIS, ticketing, and capacity management tools.
- Partner with HR on hiring strategies, talent pipelines, and workforce scalability.
- Work with Finance to manage labor budgets, cost forecasting, and variance analysis.
- Collaborate with Data Center Operations leadership to align workforce plans with maintenance schedules, deployments, and incident management.
Required
- Bachelor’s degree in Business, Operations, Engineering, or related field.
- 10+ years of experience in Workforce Management, Operations Planning, or similar roles.
- 5+ years of leadership experience managing WFM or operations teams.
- Experience supporting 24/7 mission-critical environments (data centers, telecom, cloud, or similar).
- Strong analytical and modeling skills (Excel, SQL, or similar tools).
- Experience with WFM platforms (e.g., Kronos/UKG, NICE, Workday, or similar).
- Experience in hyperscale or colocation data center environments.
- Knowledge of capacity planning and infrastructure lifecycle management.
- Familiarity with ITIL, incident management, or service operations frameworks.
- P6 programming required for scheduling
Why Black Box?
Black Box is a leading global technology solutions provider with 2,500+ team members across 24 countries. We design, deploy, and manage world-class IT infrastructure solutions for some of the most demanding environments worldwide. We value innovation, ownership, transparency, and continuous growth—both in our business and our people. When you join Black Box, you join a team committed to delivering excellence and elevating the customer experience.
Equal Opportunity Employer- Black Box is an equal opportunity employer. We welcome applicants of every background and do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status.
Skills Required
- Bachelor's degree in Business, Operations, Engineering, or a related field
- 10+ years of experience in Workforce Management, Operations Planning, or similar roles
- 5+ years of leadership experience managing WFM or operations teams
- Experience supporting 24/7 mission-critical environments such as data centers, telecom, or cloud
- Strong analytical and modeling skills using Excel, SQL, or similar tools
- Experience with WFM platforms such as Kronos/UKG, NICE, Workday, or similar
- Experience in hyperscale or colocation data center environments
- Knowledge of capacity planning and infrastructure lifecycle management
- Familiarity with ITIL, incident management, or service operations frameworks
- P6 programming experience
Black Box Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Box and has not been reviewed or approved by Black Box.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical and prescription drug coverage plus dental and vision plan options. Life and disability protections are also included, along with EAP and emergency travel assistance.
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Leave & Time Off Breadth — Time-off offerings are described as broad, including paid time off, company holidays, floating holidays, and multiple leave types such as jury duty and bereavement leave. Paid time off and benefits are also characterized as “good” in at least one recent account.
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Retirement Support — Retirement and tax-advantaged savings options include a 401(k), FSAs, and an HSA with company contributions. A company match is also cited in one instance, suggesting some employer support for retirement saving.
Black Box Insights
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
