Senior Associate, Workforce Planning

About the team

We're looking for a Senior Analyst, Workforce Management to own demand and supply forecasting across Maven's multiple member-facing services and workflows, monitor operational metrics, and optimize Maven's workforce to ensure service level objectives are met while balancing cost. This role sits at the intersection of data, operations, and strategy, translating complex demand signals into workforce decisions that allow Maven's frontline teams to meet our members when they need us most.

 

As the WFM subject matter expert at Maven, you'll take what we do today and make it materially better — building the models, planning cadence, and analytics infrastructure behind our workforce strategy. You'll partner closely with Finance, Operations, and Product to design processes that are data-driven and built to evolve with the business.

 

How equity and inclusion shows up for this team: It's important that we have a culturally diverse team, as that is reflective of our diverse membership, which is something we strive to achieve.

 

What you'll own

• Develop and improve complex demand forecasting models across our multiple workflows / channels, translating demand trends into forward-looking workforce strategy.
• Own supply forecasting and capacity planning across the multiple channels / workflows — translating demand into staffing requirements by skill, shift, and channel, factoring in shrinkage, attrition, and ramp.
• Drive the ongoing planning cadence that hits service level targets while protecting unit economics — quantifying and communicating the cost/SL tradeoff to leadership.
• Drive forecast accuracy autonomously — modeling, back-testing, and iterating. You define the accuracy bar and raise it quarter over quarter.
• Build and maintain workforce reporting infrastructure and dashboards that give operational leaders real-time visibility — and use them to drive RCA when SL or cost variances occur.
• Identify gaps in current analytics and operational workflows, then drive solutions — not just recommendations.
• Create automated systems for tracking and reporting key performance metrics, leveraging AI tooling to reduce manual lift and increase signal quality.
• Develop Standard Operating Procedures to ensure processes are repeatable and scalable.
• Serve as the WFM partner to Finance, Operations leads, Product, and Analytics — gathering inputs, sharpening forecasts, and ensuring workforce decisions are grounded in data and aligned to organizational goals.

 

Minimum qualifications

• 5+ years of WFM experience in a scaled B2C CX organization (contact center, member services, or comparable). You've owned forecasting and capacity planning across multiple channels and queues — not just executed someone else's plan.
• Experience owning demand forecasting models for scaling businesses and designing/maintaining WFM schedules across multiple roles/channels, including shrinkage modeling, shift bidding, PTO processes, and capacity planning inputs.
• Track record managing intraday operations — monitoring real-time queues, adjusting staffing plans, communicating deviations, and executing mitigation tactics to protect SLAs.
• Demonstrated ability to drive RCA on SL misses and cost overruns — decomposing variances into drivers and turning findings into model and operational improvements.
• Ability to translate operational insights into system configuration recommendations, including routing logic, skill assignments, and WFM tool optimization to improve accuracy and workflow efficiency.
• Strong analytical skills and data storytelling — you can present a clear narrative with data to operations, finance, and executive audiences.
• Experience analyzing large data sets to draw insights and inform operational decisions; advanced Excel/Sheets modeling.
• Self-directed: can scope the work, build the model, and drive adoption without being managed to it.
• Comfortable navigating ambiguity, unknowns, and moving fast.
• Operational mindset with ability to build efficient, repeatable processes.
• Exceptionally strong attention to detail.
• Clear verbal and written communication.

 

Preferred qualifications

• Experience forecasting across multiple workflows/channels, queues, or skill groups concurrently.
• Experience with WFM platforms (NICE, Verint, Assembled, Playvox, Zendesk, or similar).
• Looker or similar BI software.
• Scaled CX operations and B2C industry experience.
• Exposure to AI/ML approaches for forecasting optimization or anomaly detection.

The base salary range for this role is $98,000 -$115,000 per year. You will also be entitled to equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week  (Tuesday, Wednesday, Thursday). For those based in Boston, DC, Chicago, Seattle, and San Francisco, we encourage in-person collaboration by requiring team members to attend monthly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.

Client-provided location(s): Flexible / Remote

Job ID: 8537548002

Employment Type: OTHER

Posted: 2026-05-06T18:31:04