Workforce Management Lead - Remote

Overview

We’re looking for a Workforce Management Lead to establish and grow the foundations of workforce management at Mercury. In this role, you’ll bring clarity and structure to how we staff and scale support - laying the groundwork for a function that empowers both our teams and our customers.

In Short

• Translate workforce data into actionable insights for staffing decisions.
• Set strategic direction for Workforce Management in Customer Support.
• Guide and support Workforce Management team members.
• Partner with cross-functional teams to align workforce planning.
• Own and evolve long-term forecasting models.
• Lead planning cycles and partner with Support Leads.
• Standardize scalable WFM processes.
• Manage vendor relationships for WFM platform.
• Improve visibility into performance and operational outcomes.
• Support cross-functional initiatives and team prioritization.

Requirements

• 3-5 years of experience in Workforce Management or related role.
• 2+ years of people management experience.
• Experience with Zendesk and Explore.
• Strong ownership and leadership skills.
• Familiarity with support metrics driving workforce strategy.
• Excellent communication and collaboration skills.
• Proficiency with Excel or Google Sheets.
• Curiosity and creativity in workforce strategy.
• Ability to balance execution and strategy.
• Experience in scaling workforce functions in high-growth environments.

Benefits

• Competitive base salary.
• Equity (stock options).
• Comprehensive benefits package.
• Diversity and inclusion commitment.
• Support for applicants with disabilities.