The Workforce Management Scheduling & Capacity Planning Manager is a strategic leadership role within the WFM organization, responsible for guiding a team of workforce analysts in delivering optimized scheduling solutions. This role drives operational excellence by aligning workforce strategies with business goals, enhancing system capabilities, and fostering a high-performance culture. The ideal candidate is a hands-on, data-driven leader who thrives in a dynamic environment and excels at cross-functional collaboration.
Leadership Responsibilities
Team Leadership & Collaboration
Lead, coach, and develop a team of workforce analysts with a focus on scheduling excellence and professional growth.
Establish and communicate clear performance expectations, promoting a culture of accountability, innovation, and continuous improvement.
Serve as a strategic partner to Operations, HR, and senior leadership, ensuring workforce strategies are aligned with evolving business needs.
Champion team engagement and development, providing mentorship and fostering a collaborative environment.
Scheduling Strategy & Execution
Oversee the design, implementation, and maintenance of schedules across multiple business units and channels, including internal and BPO teams.
Lead the development of scalable scheduling strategies for high-impact events, ensuring alignment with demand forecasts and service level goals.
Communicate scheduling policies and updates effectively to employees and leadership, ensuring transparency and consistency.
Analyze scheduling data to identify and address coverage gaps, adherence issues, and shrinkage trends, driving continuous improvement.
Forecasting Oversight
Provide strategic insights to inform staffing plans and ensure alignment with service delivery objectives.
Collaborate with cross-functional teams to integrate forecasting into broader business planning efforts.
Capacity Planning Leadership
Lead capacity planning efforts to ensure optimal staffing levels across all channels, balancing service level goals with operational efficiency.
Translate short- and long-term volume forecasts into actionable staffing strategies that account for seasonal trends, special events, and business growth.
Partner with Finance, Operations, and Workforce teams to align capacity plans with budget constraints, hiring timelines, and resource availability.
Monitor and adjust capacity models regularly to reflect changing business conditions, ensuring agility and responsiveness in workforce deployment.
Systems Leadership
Lead system enhancement initiatives, including configuration updates, issue resolution, and capability expansion.
Ensure frontline and workforce teams are trained and empowered to use WFM tools effectively.
Process Improvement & Change Management
Identify and implement process improvements that enhance scheduling efficiency, accuracy, and agility.
Standardize best practices across the team, promoting consistency and scalability.
Drive a culture of continuous improvement through data analysis, stakeholder feedback, and cross-functional collaboration.
Leadership Qualifications
5+ years of workforce management experience, with 2+ years in a leadership role overseeing scheduling solutions to optimize staffing with strategies with business goals.
Proven ability to lead high-performing teams, drive results, and foster professional development.
Deep expertise in WFM systems, scheduling methodologies, and forecasting techniques.
Strong understanding of labor laws and workforce compliance requirements.
Exceptional analytical and problem-solving skills, with proficiency in Excel and data visualization tools.
Demonstrated success in process improvement and change management initiatives.
Experience managing BPO relationships and aligning outsourced teams with internal standards.
Bachelor’s degree preferred.
Nordstrom is able to offer remote employment of this position in all US states except AR, MS, MT, ND, SD, VT, WV, and WY.
We’ve got you covered…
Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:
Medical/Vision, Dental, Retirement and Paid Time Away
Life Insurance and Disability
Merchandise Discount and EAP Resources
A few more important points...
The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.
Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.
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Applications are accepted on an ongoing basis.
Pay Range Details
The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations.
Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.
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