Operations Workforce & Capacity Planning Manager

Earnest empowers ambitious professionals to make confident financial decisions and build the life they envision. Earnies are committed to helping borrowers move forward with confidence by offering smarter borrowing options with a clearer path to taking control of their debt. If you’re as passionate as we are about our mission, read more below, and let’s build something great together. The Operations Workforce & Capacity Planning Manager, you will report to the Head of Operations. As the Operations Workforce & Capacity Planning Manager , you will: • Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans. • Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors. • Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency. • Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation. • Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments. About You: • 7+ years of workforce management or capacity planning experience, including a WFM system implementation or major process build. • 4+ years supporting contact center operations, including forecasting, scheduling, and intraday management. • Strong analytical skills with the ability to turn workforce data into actionable recommendations. • Proficiency in SQL, Excel, and/or Google Sheets. • Experience partnering across Operations, Finance, Data, and technical teams. Even Better: • Experience with Verint WFM or similar workforce management platforms. • Experience with Talkdesk and/or HubSpot. • Python or other scripting experience for analytics and automation. • Advanced analytics, project management, or Lean Six Sigma training. Where: • This role will be based in the US. Compensation: A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary based on the roles location. The successful candidate’s starting pay will also be determined based on job-related qualifications, internal compensation, candidate location and budget. This range may be modified in the future. Salary Range: $123,00 - $154,000 USD. Employees are also eligible for an annual performance-based bonus and equity. #LI-AM1 Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including: • Health, Dental, & Vision benefits plus savings plans • Mac computers + work-from-home stipend to set up your home office • Monthly internet and phone reimbursement • Employee Stock Purchase Plan • Restricted Stock Units (RSUs) • 401(k) plan to help you save for retirement plus a company match • Robust tuition reimbursement program • $1,000 travel perk on each Earnie-versary to anywhere in the world • Competitive days of annual PTO • Competitive parental leave What Makes an Earnie: At Earnest, our people bring our cultural principles to life. These principles define how we work, how we win, and what we expect of ourselves and each other: • Every Second Counts : Speed is our competitive advantage. Our customers need better solutions, and the faster we execute, the greater our chance of success. • Choose To Do Hard Things : We win by tackling the hard things that others avoid, fueled by grit and resilience. • Pursue Excellence : Great companies, teams, and individuals never settle and are proud