Manager, Workforce Management

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve. 

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

The Manager, Workforce Management (CX Operations) will lead the strategy and execution of workforce planning, forecasting, and scheduling for our Customer Experience (CX) organization. This role is critical in ensuring that our CX teams — both internal and outsourced — are optimally staffed to deliver best-in-class service and response times for patients and customers.

You will own the end-to-end CX capacity planning process, translating forecasted demand into actionable staffing strategies. You’ll partner closely with CX leadership, BPO partners, Finance, and Analytics teams to ensure the workforce model scales efficiently and supports exceptional customer experiences.

This role reports to the Sr. Manager, Workforce Operations and will manage a team of analysts responsible for forecasting, scheduling, and real-time management across CX teams.

You Will:

• Lead the CX workforce management function, owning short-term and long-term forecasting, scheduling, and capacity planning.

• Partner with CX, Vendor Management, and Finance teams to align staffing plans with service-level goals and budgetary constraints.

• Manage a team of WFM analysts responsible for real-time performance monitoring, queue health, and adherence across multiple CX channels.

• Develop and refine forecasting models based on business seasonality, marketing campaigns, and product launches.

• Own workforce reporting and analytics to inform leadership decisions around hiring, staffing mix, and operational performance.

• Collaborate with BPO partners to optimize scheduling practices, adherence performance, and agent utilization.

• Lead initiatives to enhance forecasting accuracy, scheduling efficiency, and data transparency through automation and tool improvements.

• Provide strategic insights to CX leadership on capacity risks, staffing tradeoffs, and cost optimization opportunities.

• Coach and develop team members to strengthen analytical rigor, collaboration, and operational excellence.

You Have:

• 6+ years of experience in Workforce Management, CX Operations, or Business Planning, including at least 2 years in a people leadership role.

• Deep understanding of contact center operations, including forecasting, scheduling, real-time management, and vendor coordination.

• Hands-on experience with WFM tools (e.g., Assembled, NICE, Verint, Kronos) and reporting platforms (e.g., Looker, Tableau, Google Sheets).

• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and strategic recommendations.

• Proven success in influencing cross-functional teams and senior stakeholders in a fast-paced, high-growth environment.

• Experience managing vendor capacity or outsourcing relationships (BPOs) at scale.

• Ability to balance strategic planning with day-to-day operational execution.

Preferred Qualifications:

• Experience with multi-channel CX environments (email, chat, voice, SMS).

• Proficiency data modeling to support deeper workforce analytics.

• Background in high-growth, consumer-facing, or e-commerce organizations.

• Familiarity with automated scheduling systems and real-time dashboards.

• Competitive salary & equity compensation for full-time roles

• Unlimited PTO, company holidays, and quarterly mental health days

• Comprehensive health benefits including medical, dental & vision, and parental leave

• Employee Stock Purchase Program (ESPP)

• 401k benefits with employer matching contribution

• Offsite team retreats

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.

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