Workforce Planning Manager

Are you energized by solving complex resourcing puzzles and turning data into strategy?

Join Jobber as a Workforce Planning Manager and own the strategy that keeps our customer teams running at peak performance—forecasting demand, optimizing staffing, and driving the insights behind every great customer experience.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The Team:

The Customer Success Operations team is a key driver of operational excellence within Jobber's Customer Success organization. Focused on supporting the day-to-day operations of our Customer Success and Customer Onboarding teams, this team collaborates cross-functionally with stakeholders across Sales, Marketing, Enablement, Revenue Operations, and Analytics. Our team ensures internal tools like Salesforce and Service Cloud are optimized, identifies opportunities for continuous improvement, and reduces roadblocks through efficient processes and thoughtful use of technology. By leveraging data and collaboration, they enable our Customer Success teams to deliver exceptional customer experiences at scale.

The Role:

At Jobber, we believe world-class customer experiences begin with having the right people, in the right place, at the right time. We're looking for a Workforce Planning Manager to help us achieve that.

This is a highly impactful individual contributor role responsible for forecasting demand, managing staffing capacity, and driving the data behind our support strategy. You'll partner across Support, Onboarding, Account Management, Enablement, and Finance to ensure we’re resourced to meet our service goals while also identifying opportunities to improve efficiency and scale.

You’ll build forecasts, design staffing models, create performance dashboards, and support critical decisions that shape the day-to-day and long-term success of our support operation. This is a great opportunity for someone who thrives at the intersection of data, operations, and customer experience.

The Workplace Planning Manager will:

Forecasting & Strategic Planning

• Own end-to-end forecasting for inbound volume across all customer contact channels (phone, chat, email), accounting for historical trends, seasonality, marketing campaigns, product releases, and business events
• Develop and maintain capacity models that align service level goals with staffing plans across internal teams and BPO partners
• Partner with Finance, Product Support, Customer Success, and Workforce leadership to deliver accurate short- and long-term staffing plans, headcount scenarios, and budget inputs
• Proactively identify gaps between forecast and capacity and recommend mitigation strategies such as schedule optimization, overtime, hiring adjustments, or shift realignment

Scheduling & Real-Time Operations

• Build and maintain efficient agent schedules and shift plans that balance team preferences, business needs, and global time zones
• Monitor intraday operations to ensure service level adherence, agent availability, and proper channel coverage
• Manage real-time exceptions and escalations, proposing agile staffing or routing solutions to minimize service disruption
• Analyze adherence and occupancy trends to drive continuous improvement in schedule accuracy and team efficiency

Reporting, Insights & Continuous Optimization

• Develop, own, and evolve dashboards and reports that track key WFM metrics (e.g., SLA, AHT, shrinkage, utilization, concurrency, FCR) and operational health
• Translate data into compelling insights and strategic recommendations for Customer Support and Success leadership
• Conduct post-mortem analyses of service level misses and volume anomalies, identifying root causes and system improvements
• Collaborate with RevOps, Support Ops, and BI teams to enhance reporting infrastructure, data integrity, and process automation

Cross-Functional Collaboration & Strategic Initiatives

• Act as the central point of contact for workforce planning across Support, Success, Enablement, and RevOps
• Contribute to strategic initiatives such as BPO expansion, 24/7 coverage models, new channel rollouts, and distributed resourcing plans
• Inform tech stack optimization and WFM tool evaluation to support evolving workforce needs
• Influence organizational planning cycles and OKRs by providing accurate capacity forecasts and resourcing scenarios aligned with business growth

To be successful, you should have:

• Experience in workforce planning, capacity modeling, or support operations
• Proficiency with WFM tools (e.g., Assembled, NICE, Calabrio, Playvox) and Excel/Google Sheets
• Strong analytical skills and comfort working with complex data sets
• Deep understanding of contact center operations and staffing metrics
• Excellent communication skills with the ability to explain complex concepts clearly
• Experience in SaaS or fast-paced customer-facing environments is a strong asset
• Familiarity with Salesforce, Zendesk, or similar platforms is a plus
• Bonus: experience supporting BPOs or distributed teams

Compensation:

At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $87,800, a midpoint of $103,300, and a maximum salary of $118,800, designed to show the progression from learning the ropes to truly excelling.

We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth.

Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.

We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process!