Senior Manager Workforce Management

About Dutchie

Dutchie is a leading technology platform dedicated to the cannabis industry. Founded in 2017, we empower dispensary operations and provide consumers with safe and easy access to cannabis products. We are committed to supporting the positive societal impact of the cannabis industry, including its wellness benefits, contributions to social justice, and economic empowerment of local communities through tax revenue. Dutchie powers thousands of dispensaries across more than 40 markets in the United States and Canada. Our innovative approach has earned us recognition as one of Fast Company’s 10 Most Innovative Companies in North America and a place on LinkedIn’s Top 50 Startups for two consecutive years. We have secured over $600 million in funding from prominent investors.

About This Role

Dutchie is looking for a strategic and forward-thinking Senior Manager of Workforce Management & Optimization to lead, scale, and transform our Support Operations workforce ecosystem. This role requires a deep understanding of traditional Workforce Management (WFM) principles, including forecasting, capacity planning, and scheduling. However, your primary objective will be to build a future-proof operation. You will go beyond simply staffing for current demand; you will actively work to reduce incoming support volume through smarter routing, effective triage, and automation. This position is at the nexus of operational excellence and digital transformation. You will be instrumental in championing and empowering our frontline support teams, while collaborating closely with Product, Engineering, and Operations to identify repetitive tasks suitable for automation or deflection to AI agents and code. This role is ideal for an operational leader who thrives on balancing human expertise with automated efficiency, rather than a WFM purist focused solely on static spreadsheets.

Key Responsibilities

• Strategic Workforce Architecture: Take ownership of long-term and short-term capacity planning, forecasting, and budgeting across all support channels, ensuring our human resources scale efficiently with business growth.
• Automation & Deflection Roadmap: Audit existing support volume and processes to develop and implement strategies for automation and deflection, aiming to reduce repetitive inquiries and enhance operational efficiency.

Requirements

• Proven experience in Workforce Management, including forecasting, capacity planning, and scheduling.
• A strategic mindset with a focus on operational excellence and digital transformation.
• Experience in identifying opportunities for automation and implementing deflection strategies.
• Strong collaboration and communication skills to partner effectively with Product, Engineering, and Operations teams.
• Ability to lead and empower frontline support teams.

What We Offer

• The opportunity to shape and transform the workforce ecosystem of a leading technology company in a rapidly growing industry.
• A remote work environment, offering flexibility and the ability to work from anywhere in the world.
• A role at the intersection of operational strategy and technological innovation.
• The chance to make a significant impact on customer support efficiency and effectiveness.