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, identify opportunities for automation, and develop a roadmap to drive deflection rates through AI-powered solutions. Process Optimization: Collaborate with cross-functional teams to streamline workflows, eliminate inefficiencies, and enhance the overall customer experience. Talent Development: Foster a culture of continuous learning, upskilling, and reskilling within our support teams, ensuring they remain equipped to handle evolving customer needs. What We're Looking For... A seasoned WFM professional with 5+ years of experience in workforce management, preferably in a fast-paced, dynamic environment. Proven track record of driving process improvements, automation, and deflection through AI-powered solutions. Strong analytical skills, with the ability to interpret complex data sets and inform strategic decisions. Excellent communication and collaboration skills, with the ability to influence cross-functional teams. Experience working in a cloud-based, SaaS environment is a plus. What We Offer... Competitive salary and benefits package. Opportunity to work on cutting-edge technology and contribute to the growth of a leading cannabis company. Collaborative and dynamic work environment. Professional development opportunities, including training and mentorship programs. If you're excited about this opportunity, please submit your application, including your resume and a cover letter explaining why you're the ideal candidate for this role.