Manager, Workforce Management & Support Insights
ReplitCalifornia, United States
Posted March 13, 2026
Full Time
About the Company
Replit is an innovative platform that accelerates the development of beautiful, modern web applications. Utilizing AI agents, Replit enables users to transform ideas into fully functional apps at unprecedented speeds. Its core value proposition lies in streamlining the development process, making it accessible and efficient for developers of all skill levels.
Job Description
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.
Requirements
- 5+ years of experience in workforce management, support operations, operations analytics, or similar roles within a technology company.
- Strong expertise in demand forecasting, workforce modeling, and capacity planning for customer support organizations across multiple channels (tickets, chat, voice, or async).
- Experience developing headcount strategies that balance service levels, operational efficiency, and cost-to-serve across both internal teams and outsourced/vendor support organizations.
- Strong analytical capabilities with experience building forecasting models, operational dashboards, and workforce reporting using tools such as SQL, spreadsheets, or BI platforms.
- Experience owning or administering workforce management platforms (e.g., NICE, Verint, Teleopti, Tymeshift, or similar) and integrating them with support tooling ecosystems.
- Experience supporting globally distributed support organizations and planning coverage across regions and time zones.
- Experience modeling the operational impact of automation, AI agents, or support deflection on workforce demand and productivity.
- Demonstrated ability to translate operational data into clear staffing strategies and actionable insights for leadership.
- Comfort operating as both a strategic owner and hands-on builder in scaling or high-growth operational environments.
- Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve forecasting workflows, operational modeling, or workforce analytics.
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 4% match
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Commuter Benefits
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In Office Amenities
