Support Workforce Management Lead - Americas

About the Role

As the Workforce Management Lead, you’ll build Ashby’s WFM function from the ground up. You’ll own forecasting, capacity modeling, and schedule design across a global Support organization, ensuring we can meet SLAs while remaining flexible enough to experiment with new channels, offerings, and ways of working.

You’ll partner closely with Support Leadership and Support Operations to translate business goals into practical staffing plans. You’ll balance data rigor with human judgment while recognizing that our team’s expertise is a feature, not a constraint, and that great workforce planning enables impact beyond ticket queues.

Since this is a brand-new function, you’ll have significant influence over how WFM operates at Ashby, setting the foundation for a scalable, adaptable, and people-centric approach.

Role Responsibilities

Forecasting & Capacity Planning

• Own short- and long-term forecasting models across regions, channels, and customer segments.
• Translate growth projections, seasonality, and product changes into actionable capacity plans.
• Model multiple scenarios (e.g. new channels, enterprise coverage shifts, project allocations) to support informed decision-making.

Scheduling & Coverage Strategy

• Design and maintain global schedules that align required coverage with our headcount and skill distribution.
• Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change.
• Ensure coverage plans support SLA attainment as part of a holistic vision of Support success.

Strategic Enablement (Not Just Adherence)

• Work with a tenured, trusted Support team where flexibility, judgment, and expertise are expected.
• Enable Support team members to contribute to projects, experiments, and cross-functional initiatives while maintaining customer commitments.
• Help leadership understand tradeoffs between capacity, quality, and strategic investment.

Data, Insights & Decision Support

• Build and maintain dashboards and models that provide visibility into capacity health, risk, and opportunity.
• Surface insights that inform hiring plans, regional strategy, and operational priorities.

Continuously refine assumptions and models as customer behavior and support delivery evolve.

Cross-Functional Partnership

• Partner closely with Support Leadership, Operations, Enablement, and Product to align workforce planning with company goals.
• Act as a thought partner in conversations about new support offerings, channel experiments, and service levels.
• Advocate for sustainable, human-centered workforce decisions that scale with the business.

Role Requirements

Workforce Management Expertise

• Experience in Workforce Management, capacity planning, or operational planning in a Support, CX, or technical services environment.
• Strong understanding of forecasting methodologies, staffing models, and coverage strategies.
• Comfort operating without an existing WFM playbook and building systems from scratch.

Systems & Analytical Thinking

• Highly analytical with the ability to turn complex data into clear insights and recommendations.
• Skilled at building models that account for uncertainty, variability, and change.

Experience working with Support metrics and SLAs in a nuanced, non-mechanical way.

Collaborative & People-Centered

• Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments.
• Strong communicator who can explain tradeoffs and recommendations to technical and non-technical stakeholders.
• Comfortable partnering across leadership levels.

You Should Apply If

• You love using data to solve ambiguous problems and inform strategic decisions.
• You see WFM as an enabling function, not a policing one.
• You enjoy designing systems that can evolve as the business changes.
• You’re excited to partner with experienced, Technical Support professionals who value autonomy and impact.
• You’re motivated by building something foundational that will shape how Support scales long-term.

You should not apply if

• You’re looking for a traditional call-center WFM environment focused primarily on schedule adherence.
• You prefer fixed rules and static models over iteration and experimentation.
• You’re uncomfortable operating in ambiguity or building structure where none exists.
• You believe there is one “correct” way to staff or forecast Support.