Workforce Management (Manager)

As Manager of Workforce Management, you'll own the forecasting and planning capability that Care's transformation depends on. Reporting to the Head of Care Experience & Strategy, you'll lead a team of three WFM specialists to replace manual, Google Sheets-based forecasting models with an AI and automations driven approach — cutting forecast run time from ~23 hours to under 2 hours, while sharpening the accuracy our operations rely on.

What you'll do

• Lead the end-to-end transformation of our forecasting capability, replacing manual Google Sheets-based models with an AI-driven solution that improves both speed and accuracy.
• Build and mature forecasting models for emerging lines of business, ensuring our planning capability scales alongside GetYourGuide's growth.
• Develop a scenario modelling capability that enables Care leadership to stress-test assumptions, model trade-offs, and make faster, more confident operational decisions.
• Lead, coach, and develop a team of three WFM specialists — setting clear goals, giving regular feedback, and creating an environment where the team can do their best work.
• Drive AI adoption within your team — identifying new use cases, building workflows and automations, and helping your team develop their own AI capabilities.
• Partner closely with Care Operations, Finance, and Technology stakeholders to ensure forecasting outputs are understood, trusted, and acted upon.
• Define and own the metrics that measure forecast quality, model performance, and planning effectiveness — using data to continuously improve.

What you'll need

• 5+ years of professional experience, with at least 3 in workforce management, operations analytics, or a related planning function, ideally within a customer care, support, or contact centre environment.
• Proven track record of building or significantly improving forecasting models, with a strong grasp of forecasting methodologies and their practical trade-offs.
• Demonstrated experience applying automation and AI tools to improve the quality and efficiency of your work — you can share concrete examples of workflows or automations you've built and the impact they had.
• Strong analytical skills — comfortable working with large datasets, building models, and translating complex outputs into clear operational recommendations.
• Experience leading a small team of specialists, with the ability to set direction, develop people, and maintain high standards.
• Excellent stakeholder communication skills — you can translate technical forecasting concepts into language that resonates with operational and senior leadership audiences.

Nice to have

• Experience with WFM platforms (e.g. Verint, NICE, Assembled, or similar).
• Familiarity with Python, SQL, or other tools used for data modelling and automation.
• Experience building forecasting models in a multi-channel or multi-LOB care environment.

What they offer

• Annual personal growth budget and mentorship programs.
• Work from anywhere in the world for 30 days per year; hybrid working with three days in-office collaboration and two days optional at-home focus time.
• Quarterly team events and yearly company-wide events.
• Monthly transportation and fitness budget.
• Health and wellness benefits, language reimbursement program, and GetYourGuide activity discounts.