Senior Manager, Workforce Management

About Dutchie

Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company’s 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn’s Top 50 Startups. Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg’s Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors.

About This Job

We are seeking a strategic, forward-thinking Senior Manager Workforce Management & Optimization to lead, scale, and transform our Support Operations workforce ecosystem. While you must deeply understand traditional WFM principles—forecasting, capacity planning, and scheduling —your primary mandate is to build a future-proof operation. You won't just staff for the queue; you will actively work to diminish it through smarter routing, triage, and automated deflection. This role sits at the intersection of operational excellence and digital transformation. You will champion and empower our frontline support teams while partnering closely with Product, Engineering, and Operations to identify high-volume, repetitive tasks that can be automated or pushed directly into AI agents and code. If you are a WFM purist who only wants to manage static spreadsheets, this isn't the role for you. If you are an operational leader excited by the challenge of balancing human execution with automated efficiency, we want to hear from you.

What You'll Do...

• Strategic Workforce Architecture: Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring our human footprint scales efficiently alongside business growth.
• Automation & Deflection Roadmap: Audit existing support volumes and workflows to identify the heaviest "human time-sucks." Partner with technical teams to deploy robotic process automation (RPO/ RPA), tooling improvements, or AI agents to handle triaged tasks.
• Operational Excellence: Oversee the daily execution of real-time management, scheduling, and queue performance. Ensure SLA/KPI targets are met while maintaining healthy agent utilization and sustainable workloads.
• Cross-Functional Optimization: Collaborate with Finance, Product, Engineering, and Enablement to align workforce capacity with product releases, promotional cycles, and engineering rollouts.
• Data & Insights Engine: Transform raw performance data into actionable business intelligence. Build a feedback loop that informs product teams exactly where users face systemic friction based on volume spikes.
• Team Dynamics: Partner with a high-performing team of WFM analysts, fostering a culture of data-driven decision-making and continuous process improvement.

What You Bring...

• 5 to 7+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics, ideally within a high-growth SaaS, marketplace, or technology environment.
• 2 to 3+ years of direct people management experience, with a proven track record of scaling teams and developing analytical talent.
• The "Nuts & Bolts" Mastery: Expert-level proficiency with modern WFM software (e.g., Assembled, Nice InContact).