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Roles
Location
Remote
Work setup
- Employment
- unclear
- Level
- Senior
- Remote policy
- Remote
- Remote scope
- unclear
Role details
Responsibilities
- Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring our human footprint scales efficiently alongside business growth.
- Audit existing support volumes and build an automation and deflection roadmap.
- Diminish queue volume through smarter routing, triage, and automated deflection.
- Partner closely with Product, Engineering, and Operations to identify high-volume, repetitive tasks that can be automated or pushed directly into AI agents and code.
- Champion and empower frontline support teams.
Requirements
- Deeply understand traditional Workforce Management (WFM) principles including forecasting, capacity planning, and scheduling.
- Be a strategic, forward-thinking operational leader excited by balancing human execution with automated efficiency.
- Not just staff for the queue; proactively diminish it through smarter routing, triage, and automated deflection.
- Not limited to managing static spreadsheets; interested in digital transformation and automation.
Application
Please mention the word HELPFUL and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
- Portfolio
- unclear
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- external
Company context
Support positive societal change in the cannabis industry through wellness benefits, social justice, and empowering local communities through tax revenue.
- Product
- Technology platform powering dispensary operations and providing consumers with access to cannabis
- Industry
- Cannabis technology platform
- Funding
- Raised over $600M in funding to date
Description
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 an 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 voluPlease mention the word **HELPFUL** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
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