• Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners • Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting • Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations • Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs • Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling • Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees