Support Workforce Management Lead - Americas

Hi! I’m Allie https://www.linkedin.com/in/allie-hurley-75557b89/, Head of Support at Ashby. 👋 As our Support organization continues to scale globally, one of the most critical levers for delivering an exceptional customer experience is ensuring we have the right capacity, in the right places, at the right times, without sacrificing flexibility, quality, or humanity. That’s why we’re excited to hire our first Workforce Management Lead at Ashby. This is not a traditional WFM role in a call center environment. Our Support team is highly tenured, deeply technical, and made up of thoughtful practitioners who regularly contribute beyond tickets by partnering on projects, enabling self-service, shaping tooling, and influencing product direction. Your role will be to design and own the systems that allow this team to do their best work while still meeting our SLA commitments as customer needs evolve. This role is for someone who loves forecasting and capacity planning, but also thrives in ambiguity, enjoys creative problem-solving, and sees WFM as a strategic function, rather than a compliance exercise. About the Role: As the Workforce Management Lead, you’ll build Ashby’s WFM function from the ground up. You’ll own forecasting, capacity modeling, and schedule design across a global Support organization, ensuring we can meet SLAs while remaining flexible enough to experiment with new channels, offerings, and ways of working. You’ll partner closely with Support Leadership and Support Operations to translate business goals into practical staffing plans. You’ll balance data rigor with human judgment while recognizing that our team’s expertise is a feature, not a constraint, and that great workforce planning enables impact beyond ticket queues. Since this is a brand-new function, you’ll have significant influence over how WFM operates at Ashby, setting the foundation for a scalable, adaptable, and people-centric approach. Role Responsibilities: FORECASTING & CAPACITY PLANNING - Own short- and long-term forecasting models across regions, channels, and customer segments. - Translate growth projections, seasonality, and product changes into actionable capacity plans. - Model multiple scenarios (e.g. new channels, enterprise coverage shifts, project allocations) to support informed decision-making. SCHEDULING & COVERAGE STRATEGY - Design and maintain global schedules that align required coverage with our headcount and skill distribution. - Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change. - Ensure coverage plans support SLA attainment as part of a holistic vision of Support success. STRATEGIC ENABLEMENT (NOT JUST ADHERENCE) - Work with a tenured, trusted Support team where flexibility, judgment, and expertise are expected. - Enable Support team members to contribute to projects, experiments, and cross-functional initiatives while maintaining customer commitments. - Help leadership understand tradeoffs between capacity, quality, and strategic investment. DATA, INSIGHTS & DECISION SUPPORT - Build and maintain dashboards and models that provide visibility into capacity health, risk, and opportunity. - Surface insights that inform hiring plans, regional strategy, and operational priorities. Continuously refine assumptions and models as customer behavior and support delivery evolve. CROSS-FUNCTIONAL PARTNERSHIP - Partner closely with Support Leadership, Operations, Enablement, and Product to align workforce planning with company goals. - Act as a thought partner in conversations about new support offerings, channel experiments, and service levels. - Advocate for sustainable, human-centered workforce decisions that scale with the business. ROLE REQUIREMENTS WORKFORCE MANAGEMENT EXPERTISE - Experience in Workforce Management, capacity planning, or operational planning in a Support, CX, or technical services environment. - Strong understanding of forecasting methodologies, staffing models, and co...