WHAT WE DO MATTERS:
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.
ABOUT THE WORKFORCE MANAGER ROLE AND OUR TEAM:
We are seeking a data-driven Workforce Manager to lead forecasting, capacity planning, and performance insights for our Global Customer Experience organization. This role goes beyond traditional WFM execution, owning monthly workforce and organizational performance readouts, translating complex data into clear narratives, and driving decisions at the leadership level. This Workforce Manager will report directly to the VP, Global Customer Service.
RESPONSIBILITIES:- Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
- Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies
- Produce monthly executive readouts covering:
- Workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage)
- Service-level outcomes and operational KPIs
- Org-level results and trends, with clear insights and recommendations
- Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience)
- Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
- Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights.
- Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities
- Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices
- 3+ years of workforce management experience in a contact center, service desk, or customer support environment
- Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
- Strong background in data analysis, insights generation, and leadership-facing reporting
- Demonstrated experience with WFM tools (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar)
- Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, complex formulas, data visualization)
- Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
- Ability to connect workforce data to broader organizational performance and business outcomes
- Clear, concise communicator with strong storytelling skills using data
- Comfortable operating in ambiguity and fast-changing environments
- Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or related field
- Or equivalent combination of education and experience
- Experience with Assembled, Zendesk, and Salesforce
- Familiarity with AI-driven data visualization and reporting tools
- Exposure to ITIL or Service Desk environments
WORK MODEL:
- This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to gather intentionally for key company and team events to stay connected and engaged.
Starting pay is determined based on a combination of factors which may include location/market, education, experience, skills, and other qualifications of the successful candidate. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, commissions, equity or sales incentives, if applicable. We also offer benefits to eligible employees including medical, dental, retirement, and generous leave policies.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.
WHAT WE LOVE ABOUT YOU:
- Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
- Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
- Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
- Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.
- For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
- For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.
To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.
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