Faire
Workforce Management Analyst
Faire, New York, NY
About Faire
Faire is an online wholesale marketplace built on the belief that the future is local - independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town - we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We're looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
As Faire's global footprint grows dramatically, we're looking for a dynamic Workforce Manager (WFM), to bring their industry expertise to plan, build, and scale a dedicated workforce management function. Our CX and operations teams use a combination of Vendor Partners and Faire employees to ensure that the Brands that supply products to our platform and the Retailers that purchase them are each supported and cared for in a way that both are successful. For WFM, this means making sure that the right people are in place at the right time, doing the work they're best equipped to do.
The right candidate will scale WFM across all of Faire's operations teams. They will create an Operating System that is both repeatable and reproducible; owning the capacity plans that include short term and long term forecasts, agent scheduling, and Real-Time Adherence (RTA). The results of your efforts will bring together our global teams into one unified network, delivering the highest quality support, at the right times, at the lowest possible cost.
To achieve this, the Workforce Manager will work closely with our Operations leaders, and vendor partners. Fundamental to their success will be their expertise in gathering, using, and delivering data which will drive the WFM OS. This role will require a clear vision and understanding of what a world-class WFM team looks like and will be engaged to build it from Day 1.
What you'll do
Qualifications
Salary Range
New York: the pay range for this role is $100,000 - $137,500 per year.
This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.
This role will be in-office on a hybrid schedule - Faire employees will be expected to go into the office 2 days per week on Tuesdays and Thursdays, effective the week of January 13, 2025. Additionally, in-office roles will have the flexibility to work remotely up to 4 weeks per year.
Applications for this position will be accepted for a minimum of 30 days from the posting date.
Why you'll love working at Faire
Faire was founded in 2017 by a team of early product and engineering leads from Square. We're backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.
Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)
Faire is an online wholesale marketplace built on the belief that the future is local - independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town - we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We're looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
As Faire's global footprint grows dramatically, we're looking for a dynamic Workforce Manager (WFM), to bring their industry expertise to plan, build, and scale a dedicated workforce management function. Our CX and operations teams use a combination of Vendor Partners and Faire employees to ensure that the Brands that supply products to our platform and the Retailers that purchase them are each supported and cared for in a way that both are successful. For WFM, this means making sure that the right people are in place at the right time, doing the work they're best equipped to do.
The right candidate will scale WFM across all of Faire's operations teams. They will create an Operating System that is both repeatable and reproducible; owning the capacity plans that include short term and long term forecasts, agent scheduling, and Real-Time Adherence (RTA). The results of your efforts will bring together our global teams into one unified network, delivering the highest quality support, at the right times, at the lowest possible cost.
To achieve this, the Workforce Manager will work closely with our Operations leaders, and vendor partners. Fundamental to their success will be their expertise in gathering, using, and delivering data which will drive the WFM OS. This role will require a clear vision and understanding of what a world-class WFM team looks like and will be engaged to build it from Day 1.
What you'll do
- Lead Faire's WFM function primarily for our CX team, supporting other operations teams like Risk or Marketplace Operations as needed
- Manage capacity planning models including owning the short-term and long-term locked forecasting process across multiple Ops teams
- Lead capacity reviews with Ops leadership. Reviews should be optimized to result in actionable takeaways for leadership & inform cross-functional
- Own agent scheduling & real-time adherence processes to further optimize the support network
- Drive recommendation with tech & operations on why (or why not) Faire should implement scheduling software and other WFM tools
- Work cross-functionally to identify areas of opportunity for Faire to improve its business by understanding our customers needs
- Partner with strategy, analytics, operations, and enablement teams to incorporate new initiatives, processes, and policies into forecasts
Qualifications
- 5-7 years of experience in Workforce Management - with demonstrated expertise in Forecasting, Scheduling, and Real-time adherence
- Excellent written and verbal communicator
- Ability to build and maintain scalable financial models and capacity plans
- Ability to use data and understanding of Faire's business dynamics to inform key operational decisions and WFM improvements
- Ability to balance competing priorities with proven record of delivering results at a fast-paced technology company
- Demonstrate ability to drive operational efficiency and quality improvement initiatives
- Expertise with business analysis and proficiency in Excel and SQL
Salary Range
New York: the pay range for this role is $100,000 - $137,500 per year.
This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.
This role will be in-office on a hybrid schedule - Faire employees will be expected to go into the office 2 days per week on Tuesdays and Thursdays, effective the week of January 13, 2025. Additionally, in-office roles will have the flexibility to work remotely up to 4 weeks per year.
Applications for this position will be accepted for a minimum of 30 days from the posting date.
Why you'll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We're backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.
Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)