Senior Manager Workforce Management

Dutchie is a leading technology platform in the cannabis industry, supporting dispensaries across North America. They are seeking a Senior Manager of Workforce Management & Optimization to lead and transform their Support Operations workforce, focusing on operational excellence and digital transformation.

Location: Remote

Responsibilities

• Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels.
• Audit existing support volume and identify opportunities for automation and deflection.
• Partner with Product, Engineering, and Operations to automate high-volume, repetitive tasks.
• Build a future-proof support operation that reduces queue times through smarter routing, triage, and automation.

Requirements

• Deep understanding of traditional Workforce Management principles such as forecasting, capacity planning, and scheduling.
• Experience in operational leadership with a focus on balancing human and automated efficiency.
• Ability to lead digital transformation initiatives within support operations.
• Strong partnership skills with cross-functional teams including Product, Engineering, and Operations.