ABOUT THE WORKFORCE MANAGER ROLE AND OUR TEAM:

We are seeking a data-driven Workforce Manager to lead forecasting, capacity planning, and performance insights for our Global Customer Experience organization. This role goes beyond traditional WFM execution, owning monthly workforce and organizational performance readouts, translating complex data into clear narratives, and driving decisions at the leadership level.

This is a full-time, remote role.

This Workforce Manager will report directly to the VP, Global Customer Service.

Key Responsibilities

• Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
  
  
• Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies
  
  
• Produce monthly executive readouts covering:
  
  
• Workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage)
  
  
• Service-level outcomes and operational KPIs
  
  
• Org-level results and trends, with clear insights and recommendations
  
  
• Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience)
  
  
• Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
  
  
• Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights.
• Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities
  
  
• Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices
  
  

Qualifications

• 3+ years of workforce management experience in a contact center, service desk, or customer support environment
  
  
• Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
  
  
• Strong background in data analysis, insights generation, and leadership-facing reporting
  
  
• Demonstrated experience with WFM tools (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar)
  
  
• Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, complex formulas, data visualization)
  
  
• Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
  
  
• Ability to connect workforce data to broader organizational performance and business outcomes
  
  
• Clear, concise communicator with strong storytelling skills using data
  
  
• Comfortable operating in ambiguity and fast-changing environments
  
  

Education

• Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or related field
  
  
• Or equivalent combination of education and experience
  
  

Preferred / Nice to Have

• Experience with Assembled, Zendesk, and Salesforce
  
  
• Familiarity with AI-driven data visualization and reporting tools
  
  
• Exposure to ITIL or Service Desk environments

WORK MODEL:

• This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to gather intentionally for key company and team events to stay connected and engaged.

About the Role 

Ophelia is entering a new chapter of scale. As we expand our reach, we are looking for a Senior Manager of Service Design & Workforce Management to lead the evolution of our patient services infrastructure. This is a high-impact role sitting at the intersection of Capacity Planning and Process Engineering, designed for a leader who loves to build from the ground up.

Your mission is to engineer a high-precision, intent-based operation. You will be the architect of a predictive engine that anticipates patient needs across SMS, phone, and ticketing channels. By combining data-driven forecasting with smart service design, you will help us achieve an efficient patient-to-coordinator ratio, ensuring our care remains both high-quality and optimized as we grow toward 2027.

What you’ll work on:

• Design the Future State: Lead the discipline of Workforce Management at Ophelia. You’ll implement sophisticated Erlang C-based models that ensure we always have the right support available for our patients at the right interval.
• Engineer Intent-Based Routing: You will design the logic that identifies a patient’s specific needs and routes them to a coordinator with the corresponding skill. You’ll ensure our systems handle triage seamlessly so our team can focus on care.
• Cross-Functional Orchestration: Partner closely with a variety of teams including our frontline coordinators, clinicians, and clinical operations to translate complex care workflows into technical requirements. You'll work hand-in-hand with our Tech team to ensure our platforms and tools support the practical reality of day-to-day patient care. 
• Optimize the "Coordinator Journey": Map out our internal workflows to identify opportunities for automation. You’ll design UI/UX improvements and data integrations that surface the "story of the patient" immediately, reducing manual search time.
• Own the Roadmap: Serve as the business owner for our CCaaS and WFM platforms (exploring tools like Talkdesk and Genesys). You will prioritize high-frequency tasks for automation each quarter to consistently buy back capacity for the team.
• Partner for Impact: Work closely with Finance and Executive leadership to develop ROI models and staffing proposals. You’ll use evidence-rooted insights to justify headcount and tooling investments that support our expansion.

What we’re looking for:

• Professional Experience: 5+ years in WFM Strategy, Operations Leadership, or Service Design. We welcome backgrounds from high-growth tech, startups, or the vendor space—healthcare experience is a plus, but not a requirement.
• WFM Expertise: You have a deep, technical mastery of volume forecasting, interval-level staffing, and Erlang C models. You understand industry standards and how to apply them to a modern omnichannel environment.
• Collaborative Leadership: You excel at working across diverse teams—from clinicians and engineers to frontline staff. You have a proven ability to align stakeholders with different priorities toward a shared operational goal.
• A Builder’s Mindset: You enjoy the "scrappy" phase of growth. You are comfortable building initial baselines and manual models while working toward the implementation of enterprise-grade tools.
• Data-Driven Communication: You are rooted in evidence. You can translate complex analytics into clear, executive-level presentations that lead stakeholders through change.
• Technical Fluency: Familiarity with omnichannel CCaaS routing and WFM software (e.g., Nice, Five9, or Genesys) and an interest in how EMR integrations can drive efficiency.

Our Benefits Include:

• Remote work anywhere in the United States 
• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) 
• Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure
• 10 company holidays 
• Work From Home Stipend
• 401k Contribution Platform
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

#LI-Remote

Tenstorrent is seeking a Signal Integrity Engineer to join our growing team. The ideal candidate will have a wealth of exposure designing high speed interconnects, breakout design, material trade-offs and verification. A background in electrical engineering, electronics or relevant fields is required. Must love all things high speed!

This role is hybrid, based out of Santa Clara, CA or Austin, TX or Toronto, ON.

We welcome candidates at various experience levels for this role. During the interview process, candidates will be assessed for the appropriate level, and offers will align with that level, which may differ from the one in this posting.

Who You Are

• You have a Bachelor’s degree in Electrical Engineering (or equivalent) and 5+ years working in high-speed digital design with a focus in high-speed PCB or package design at 10Gbps and above (e.g. 100GbE, GDDR6, PCIe Gen5+).
• You’re comfortable working with high-speed performance metrics such as ICR, ERL, COM, NEXT, and FEXT as well as knowledge of high-speed connector technologies, including NPO, CPO, and emerging standards.
• You are proficient with PCB ECAD tools (ideally Cadence Allegro).
• You communicate clearly (written and verbal), think critically, and love solving complex signal integrity problems.
• You’re enthusiastic about all things high speed and enjoy collaborating across teams

What We Need

• Design, extract, and simulate complex breakout structures, including end-to-end simulations and validation against physical hardware. Perform simulation and extraction of board models for both SI and PI.
• Contribute to design and sign-off with internal and external ASIC packaging teams, ODMs, and internal layout teams. Create design specifications, work with external vendors, and drive adoption of new interconnect and packaging technologies.
• Actively participate in design reviews, providing insight from your SI/PI expertise and a broader system perspective.
• Support post-silicon bring-up and help troubleshoot production and field failures related to signal and power integrity. Document design processes and provide training/knowledge sharing to other team members.

What You Will Learn

• How to work at the cutting edge of high-speed interconnects, influencing the next generation of ASIC packaging and PCB architectures.
• Deep exposure to advanced ASIC packaging flows and collaboration models with internal and external packaging teams.
• Hands-on experience with emerging high-speed connector technologies and materials, including evaluating material trade-offs for performance and manufacturability.
• Best practices for end-to-end SI/PI validation, from simulation through to lab correlation, post-silicon bring-up, and field failure analysis.

Compensation for all engineers at Tenstorrent ranges from $100k - $500k including base and variable compensation targets. Experience, skills, education, background and location all impact the actual offer made.

Tenstorrent offers a highly competitive compensation package and benefits, and we are an equal opportunity employer.

The Community You Will Join:

The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions. 

The Difference You Will Make:

We are looking for a seasoned Forecasting and Demand Planning Analyst on our Community Support (CS) team. This individual is responsible for demand forecasting and long-term planning across multi-channel contact center operations for our Global Operations team. This role ensures the organization has the right resources, at the right time, with the right skills to meet service level objectives while optimizing cost and productivity.

The role combines planning, advanced analytics and business partnership to drive scalable, data-driven workforce decisions in a complex, fast-changing environment.

A Typical Day: 

Demand Forecasting & Statistical Modeling

• Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels (phone, messaging, email, back-office etc.).
• Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques (e.g., exponential smoothing, ARIMA, regression-based models etc.).
• Perform trend, seasonality, and variance decomposition; detect structural breaks, outliers, and demand anomalies.
• Quantify forecast uncertainty through confidence intervals, error distributions, and bias analysis.
• Perform scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events.
• Continuously assess model performance using statistical accuracy metrics (MAPE, RMSE, MAE, bias etc).
• Establish model governance standards, including documentation, validation, back-testing, and post-mortem analysis.
• Research, prototype, and implement new forecasting and optimization techniques as business needs evolve.
• Perform scenario planning and sensitivity analysis to quantify trade-offs between service levels, cost, and utilization.

Advanced Analytics

• In partnership with the Analytics and Data Engineering team, design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models to improve scalability, repeatability, and timeliness.
• Use SQL and Python to extract, transform, and analyze large-scale operational datasets to monitor forecast accuracy, capacity gaps, utilization, and operational risk.

Decision Support & Stakeholder Communication

• Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats and act as a trusted advisor to senior leadership and participate in demand/capacity planning discussions in cross-functional forums.
• Align cross-functional stakeholders (Delivery, Product, Finance, HR, and others) to embed planning outputs into execution and operational decision-making.
• Identify and implement process improvements, automation, and best practices in the demand and capacity planning area to optimize cost while maintaining or improving customer experience and service-level outcomes.

Your Expertise:

• 10+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or a related quantitative field.
• Strong foundation in probability, statistics, and optimization.
• Hands-on experience building and validating forecasting models (time series analysis, exponential smoothing, ARIMA, regression, hypothesis testing) and capacity models (Erlang, queueing theory, service-level and utilization modeling).
• Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy); experience supporting large-scale, multi-site, or global contact center environments preferred.
• Advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python and data visualization tools such as Tableau.
• Experience with WFM tools (e.g., NICE, Verint, Aspect) or planning platforms (e.g., Anaplan) preferred.
• Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
• Excellent communication, executive presentation, and stakeholder influence skills; ability to explain complex analytical concepts to non-technical audiences.
• Comfortable operating in fast-paced, ambiguous, and highly dynamic environments.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

The Community You Will Join:

The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions. 

The Difference You Will Make:

We are looking for a Senior Manager for Demand Planning on our Community Support (CS) team. This leader is responsible for leading demand forecasting and long-term planning strategy across multi-channel contact center operations for our Global Operations team. This role ensures the organization has the right resources, at the right time, with the right skills to meet service level objectives while optimizing cost and productivity.

The role combines planning, advanced analytics, business partnership, and people leadership to drive scalable, data-driven workforce decisions in a complex, fast-changing environment.

A Typical Day: 

Demand Forecasting & Statistical Modeling

• Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels (phone, messaging, email, back-office etc.).
• Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques (e.g., exponential smoothing, ARIMA, regression-based models etc.).
• Perform trend, seasonality, and variance decomposition; detect structural breaks, outliers, and demand anomalies.
• Quantify forecast uncertainty through confidence intervals, error distributions, and bias analysis.
• Lead scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events.
• Continuously assess model performance using statistical accuracy metrics (MAPE, RMSE, MAE, bias etc).
• Establish model governance standards, including documentation, validation, back-testing, and post-mortem analysis.
• Research, prototype, and implement new forecasting and optimization techniques as business needs evolve.
• Perform scenario planning and sensitivity analysis to quantify trade-offs between service levels, cost, and utilization.

Advanced Analytics

• In partnership with the Analytics and Data Engineering team, design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models to improve scalability, repeatability, and timeliness.
• Use SQL and Python to extract, transform, and analyze large-scale operational datasets to monitor forecast accuracy, capacity gaps, utilization, and operational risk.

Decision Support & Stakeholder Communication

• Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats and act as a trusted advisor to senior leadership and lead demand/capacity planning discussions in cross-functional forums.
• Align cross-functional stakeholders (Delivery, Product, Finance, HR, and others) to embed planning outputs into execution and operational decision-making.
• Identify and implement process improvements, automation, and best practices in the demand and capacity planning area to optimize cost while maintaining or improving customer experience and service-level outcomes.

People Leadership

• Lead, mentor, and develop planning analysts in quantitative methods, statistical rigor, and coding best practices.
• Review and approve forecasting and capacity models for accuracy, scalability, and business relevance.
• Set clear goals, high performance expectations, and career development paths for the team.
• Foster a culture of data-driven decision-making, accountability, and continuous improvement.

Your Expertise:

• 12+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• 5+ years of people management experience.
• Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or a related quantitative field.
• Strong foundation in probability, statistics, and optimization.
• Hands-on experience building and validating forecasting models (time series analysis, exponential smoothing, ARIMA, regression, hypothesis testing) and capacity models (Erlang, queueing theory, service-level and utilization modeling).
• Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy); experience supporting large-scale, multi-site, or global contact center environments preferred.
• Advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python and data visualization tools such as Tableau.
• Experience with WFM tools (e.g., NICE, Verint, Aspect) or planning platforms (e.g., Anaplan) preferred.
• Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
• Excellent communication, executive presentation, and stakeholder influence skills; ability to explain complex analytical concepts to non-technical audiences.
• Comfortable operating in fast-paced, ambiguous, and highly dynamic environments.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Job Description

The Embedded Software Engineer is responsible for developing and maintaining firmware for SmartRent devices, including Z-Wave controllers (hubs) and access control systems. This role supports the integration of hardware devices with SmartRent platform services, enabling reliable communication between field devices and cloud-based systems.

This role contributes to firmware development using the Nerves framework and Elixir-based systems and collaborates with hardware, platform, and application teams to implement new functionality, support device reliability, and maintain existing device software.

Responsibilities

• Lead medium- to large-scale development efforts across the embedded stack, from firmware through device interfaces, operating with a high degree of autonomy while collaborating with cross-functional teams.
• Design, develop, and maintain firmware for SmartRent IoT devices using Elixir and the Nerves framework.
• Lead the bring-up of new hardware platforms, including driver development, peripheral integration, and system validation.
• Develop and maintain device-local user interfaces running on embedded hardware using technologies such as Phoenix, Flutter, and gRPC.
• Integrate third-party systems, including HVAC, access control, and Z-Wave platforms, by interpreting vendor documentation and supporting required communication protocols.
• Develop and maintain automated tests and supporting documentation to ensure system reliability and prevent regressions across deployed devices.
• Develop project timelines, manage deliverables against defined milestones, and communicate risks, dependencies, and requirement changes proactively.
• Support team development through code reviews, technical guidance, knowledge sharing, and mentorship of less experienced engineers.
• Contribute to internal tooling, shared engineering resources, and open-source initiatives aligned with SmartRent’s technical ecosystem.

Required Qualifications

• Minimum of 4 years of hands-on software development experience.
• Proficiency in Elixir or Erlang/OTP, with working knowledge of the BEAM runtime, or demonstrated ability to learn and apply functional programming concepts.
• Experience with, or demonstrated interest in, embedded Linux systems development.
• Working knowledge of Linux internals, including device trees, kernel configuration, system boot processes, and shell tooling.
• Demonstrated ability to deliver projects from design through deployment with minimal supervision.
• Strong written and verbal communication skills, with the ability to collaborate effectively across teams.
• Demonstrated ability to learn and apply new tools, languages, and technologies as required.
• Must be authorized to work in the United States without the need for employer sponsorship now or in the future.

Preferred Qualifications

• Experience with the Nerves framework or embedded Elixir development.
• Experience with Phoenix, LiveView, or other Elixir-based web frameworks.
• Working knowledge of C/C++ for hardware-adjacent development or driver support.
• Familiarity with IoT communication protocols, such as MQTT, Z-Wave, or BLE.
• Exposure to HVAC or building automation systems.
• Experience integrating access control systems or similar hardware-based platforms.
• Ability to read and interpret hardware datasheets and schematics at a foundational level.
• Experience contributing to open-source projects or shared technical libraries.
• Familiarity with Amazon Web Services (AWS), particularly in IoT-related environments.

#LI-Remote