Senior Manager, Workforce Planning (Support)

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com

We are seeking a strategic and data-driven Senior Manager of Workforce Planning to lead resource scheduling and long-term capacity planning for our global Customer & Technical Support organization. This team of 150+ professionals spans multiple regions and time zones, supporting a complex, fast-evolving SaaS platform.

This critical leadership role will be responsible for ensuring we have the right people, in the right place, at the right time—both day-to-day and in alignment with long-term business goals. You’ll work closely with support leaders, product management, customer success, and business operations to align workforce strategy with dynamic drivers such as product releases, customer growth, new feature launches, and geographic expansion.

Key Responsibilities

Resource Scheduling & Operations

• Lead daily and weekly scheduling for global support teams across regions, ensuring coverage and responsiveness meet SLAs.
• Manage intraday staffing adjustments based on real-time volume, absenteeism, or priority incidents.

Strategic Workforce Planning

• Forecast short-, mid-, and long-term staffing needs using historical data, product roadmaps, and customer growth projections.
• Design scalable workforce models that adapt to business seasonality, new market entry, and changes in customer behavior or support offerings.

Cross-Functional Alignment

• Collaborate with Product, Engineering, and Customer Success teams to anticipate the impact of new releases and customer onboarding on support demand.
• Serve as a key advisor during business planning cycles to inform headcount and budget decisions for the support organization.

Analytics & Reporting

• Build and maintain models and dashboards to track support volume, agent productivity, shrinkage, and staffing efficiency.
• Provide regular updates and insights to executive leadership, highlighting risks, opportunities, and recommendations.

Qualifications

• 8+ years of experience in workforce planning, capacity management, or operations planning within a customer/technical support environment.
• Experience managing global teams and 24x7 support operations, ideally in a SaaS or technology business.
• Proven ability to translate business strategy and product change into operational staffing plans.
• Strong analytical and modeling skills; proficiency in workforce management platforms and tools (e.g., NICE, Verint, Calabrio, Excel, etc.).
• Excellent communication and collaboration skills with senior stakeholders.
• Ability to manage ambiguity and thrive in a fast-paced, evolving environment.
• Bachelor’s degree in Business, Operations, Statistics, or a related field; MBA or advanced degree preferred.

Preferred Skills

• Experience supporting B2B SaaS platforms or high-growth tech businesses.
• Familiarity with omnichannel support (voice, email, chat, social, in-app).
• Knowledge of scheduling and forecasting methodologies across multiple time zones and languages.

Why Zenoti?

• Be part of an innovative company that is revolutionizing the wellness and beauty industry. 
• Work with a dynamic and diverse team that values collaboration, creativity, and growth. 
• Opportunity to lead impactful projects and help shape the global success of Zenoti’s platform. 
• Attractive compensation. 
• Medical coverage for yourself and your immediate family. 
• Access to regular yoga, meditation, breathwork, and stress management sessions. We also include your family in benefit awareness initiatives.  
• Regular social activities, and opportunities to give back through social work and community initiatives.

Here are other places that you can visit to get a good sense of the tremendous journey that we’re on:

• https://www.linkedin.com/posts/advent-internationa...
• https://twitter.com/etnowlive/status/1338825427717...
• https://economictimes.indiatimes.com/tech/funding/...
• https://techcrunch.com/2020/12/14/zenoti-becomes-a...

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.