Workforce Management Lead

Workforce Management Lead

We're looking for a Workforce Management Lead to establish and grow the foundations of workforce management at Mercury. In this role, you'll bring clarity and structure to how we staff and scale support - laying the groundwork for a function that empowers both our teams and our customers.

This is a newly created role within our Strategy & Planning team, focused on shaping the future of Workforce Management for our Customer Support team at Mercury. With an Analyst already in place, your focus will be on evolving the function with intention - bringing a balance of data-driven insight and agent-friendly design. You'll drive alignment across teams, turn workforce data into high-impact decisions, and partner closely with Customer Support Leadership to define clear, shared responsibilities that support a well-coordinated, high-performing support organization.

Key Responsibilities

• Translate workforce data into clear, actionable insights that enable collaboration with Support leadership - helping them prioritize staffing decisions, weigh trade-offs, and model the impact of upcoming changes.
• Set the strategic direction for Workforce Management in Customer Support, defining what great looks like as we scale across channels, time zones, and toward 24 / 7 support coverage.
• Guide and support Workforce Management team members, providing coaching, quality oversight, and direction as the function grows.
• Partner cross-functionally with Support Operations, Product, Marketing, Finance, and Enablement to align workforce planning with upcoming launches, specialization needs, international team growth, and language expansion.
• Own and evolve long-term forecasting models, helping Mercury make smarter investments in people and process.
• Lead planning cycles and partner with Support Leads to define how schedules, staffing coverage, and channel management align with team goals and customer experience standards.
• Introduce and standardize scalable WFM processes from shift design and PTO planning to coverage models that account for time zone complexity, channel differences, and specialization across regions and functions.
• Own vendor relationships and tooling strategy for our WFM platform (Assembled) - ensuring we're getting the most from our systems while preparing for future needs.
• Collaborate with CS Leadership to improve visibility into performance, staffing trends, and operational outcomes via dashboards and reporting infrastructure.
• Contribute to the broader CS Operations team by supporting cross-functional initiatives, change management efforts, and team-wide prioritization.

What You Bring to the Table

The Ideal Candidate Will Also Have

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate's experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following :

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.