Mgr Workforce Mgmt- Scheduling & Capacity Planning- Remote

The Workforce Management Scheduling & Capacity Planning Manager is a strategic leadership role within the WFM organization, responsible for guiding a team of workforce analysts in delivering optimized scheduling solutions. This role drives operational excellence by aligning workforce strategies with business goals, enhancing system capabilities, and fostering a high-performance culture. The ideal candidate is a hands-on, data-driven leader who thrives in a dynamic environment and excels at cross-functional collaboration. 

Leadership Responsibilities 

Team Leadership & Collaboration 

• Lead, coach, and develop a team of workforce analysts with a focus on scheduling excellence and professional growth. 

• Establish and communicate clear performance expectations, promoting a culture of accountability, innovation, and continuous improvement. 

• Serve as a strategic partner to Operations, HR, and senior leadership, ensuring workforce strategies are aligned with evolving business needs. 

• Champion team engagement and development, providing mentorship and fostering a collaborative environment. 

Scheduling Strategy & Execution 

• Oversee the design, implementation, and maintenance of schedules across multiple business units and channels, including internal and BPO teams. 

• Lead the development of scalable scheduling strategies for high-impact events, ensuring alignment with demand forecasts and service level goals. 

• Communicate scheduling policies and updates effectively to employees and leadership, ensuring transparency and consistency. 

• Analyze scheduling data to identify and address coverage gaps, adherence issues, and shrinkage trends, driving continuous improvement. 

Forecasting Oversight 

• Provide strategic insights to inform staffing plans and ensure alignment with service delivery objectives. 

• Collaborate with cross-functional teams to integrate forecasting into broader business planning efforts. 

Capacity Planning Leadership 

• Lead capacity planning efforts to ensure optimal staffing levels across all channels, balancing service level goals with operational efficiency. 

• Translate short- and long-term volume forecasts into actionable staffing strategies that account for seasonal trends, special events, and business growth. 

• Partner with Finance, Operations, and Workforce teams to align capacity plans with budget constraints, hiring timelines, and resource availability. 

• Monitor and adjust capacity models regularly to reflect changing business conditions, ensuring agility and responsiveness in workforce deployment. 

Systems Leadership 

• Lead system enhancement initiatives, including configuration updates, issue resolution, and capability expansion. 

• Ensure frontline and workforce teams are trained and empowered to use WFM tools effectively. 

Process Improvement & Change Management 

• Identify and implement process improvements that enhance scheduling efficiency, accuracy, and agility. 

• Standardize best practices across the team, promoting consistency and scalability. 

• Drive a culture of continuous improvement through data analysis, stakeholder feedback, and cross-functional collaboration. 

Leadership Qualifications 

• 5+ years of workforce management experience, with 2+ years in a leadership role overseeing scheduling solutions to optimize staffing with strategies with business goals. 

• Proven ability to lead high-performing teams, drive results, and foster professional development. 

• Deep expertise in WFM systems, scheduling methodologies, and forecasting techniques. 

• Strong understanding of labor laws and workforce compliance requirements. 

• Exceptional analytical and problem-solving skills, with proficiency in Excel and data visualization tools. 

• Demonstrated success in process improvement and change management initiatives. 

• Experience managing BPO relationships and aligning outsourced teams with internal standards. 

• Bachelor’s degree preferred. 

  Nordstrom is able to offer remote employment of this position in all US states except AR, MS, MT, ND, SD, VT, WV, and WY.