💼 About This Role

You'll design and own workforce management systems for a global Support organization at Ashby, a fast-growing enterprise software company. You'll lead forecasting, capacity modeling, and schedule design to meet SLAs while enabling a tenured, deeply technical team to contribute beyond ticket queues. This role offers the opportunity to build a WFM function from scratch and shape how Support scales long-term.

🎯 What You'll Do

• Own short- and long-term forecasting models across regions and channels.
• Design and maintain global schedules aligning coverage with headcount and skills.
• Build dashboards and models for capacity health and decision support.
• Partner with Support Leadership and Operations to align workforce plans with goals.

📋 Requirements

• Experience in Workforce Management, capacity planning, or operational planning in a Support/CX environment.
• Strong understanding of forecasting methodologies, staffing models, and coverage strategies.
• Ability to build data models accounting for uncertainty and variability.
• Experience working with Support metrics and SLAs in a nuanced, non-mechanical way.

✨ Nice to Have

• Comfort operating without an existing WFM playbook and building from scratch.
• Skilled at communicating tradeoffs to technical and non-technical stakeholders.
• Appreciation for flexible, trust-based support environments.

🎁 Benefits & Perks

• 💰 Competitive Salary ($90K–$115K)
• 🏖️ Unlimited PTO
• 🏡 Remote-first culture
• 📈 Equity in a well-funded startup

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min

🚩 Heads Up

• Role may require building from scratch with high ambiguity.