GOAT is seeking a results-oriented leader of Workforce Management. This applicant should have deep experience with capacity planning and forecasting for a fast-growing business and performance-based culture. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is great with people, capable of multitasking, is detail-oriented, is innovative, and able to successfully manage spearheading a project with multiple timelines & deadlines.

In This Role You Will:

• Implement and maintain Workforce Management processes for multiple functions across multiple locations, including offshore resources.
• Create and maintain budget and staff planning based on anticipated order volume, business trends and new initiatives.
• Monitor daily team productivity, optimizing personnel to meet team expectations.
• Implement and administer Workforce Management software and ensure optimized utilization of WFM tools.
• Provide support and partnership to the Customer Experience and Fraud Teams by implementing process improvements to better serve consumers and drive efficiencies.
• Anticipate future business changes and challenges and proactively develop and implement new or revised plans to maintain a results-oriented service environment, staying current on Contact Center industry practices and challenges.
• Interview and identify the most qualified candidates for the Workforce Management team.
• Ensure alignment on priorities and strategic direction by partnering with other business units and leaders.
• Develop and deliver reporting on key metrics, contact trends and performance indicators to measure overall customer experience, agent performance and financial results creating a foundation for continuous improvement.
• Be flexible to manage other assignments as they arise.

We Are Looking For:

• 3 - 5+ years of experience in contact center workforce teams, ideally at one or more organizations that have 2-sided marketplace structures.
• 1 -3+ years of experience in digital commerce and/or experience in business related field.
• Demonstrated proficiency in the utilization and implementation of Workforce Management software.
• A solid track record demonstrating the ability to manage team performance, results and development.
• Experience carefully evaluating internal customer experience processes and workflows, and successfully optimizing these processes to drive efficiency.
• Ability to gather, synthesize and evaluate information to make recommendations that will improve customer experience and improve the marketplace experience.
• Proven track record of implementing new solutions from end to end, including strategy, planning, and execution.
• Proven ability to communicate and work seamlessly with both technical and business teams.
• Excellent written and verbal communication skills and the ability to simplify complex topics.

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.