Manager, Workforce Management & Support Insights

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As the Manager of Workforce Management & Support Insights, you’ll build and own the workforce planning function that ensures the Support organization can meet customer demand efficiently while maintaining exceptional service quality. You’ll be responsible for forecasting demand, planning headcount across both FTE and vendor teams, and ensuring the Support organization is staffed appropriately across channels, regions, and time zones. Your work will directly influence how the company scales support while maintaining strong service levels and operational efficiency. You’ll operate as both a strategic planner and operational owner. Early on, you’ll build forecasting models, staffing strategies, and WFM systems that provide visibility into capacity and performance. Over time, you’ll help shape how workforce planning evolves as automation and AI increasingly influence support demand and agent productivity. You’ll work cross-functionally wi...