Senior Manager Workforce Management

About Dutchie

Founded in 2017, Dutchie is a comprehensive technology platform that powers dispensary operations and provides consumers with safe, easy access to cannabis. Dutchie supports positive societal change through wellness benefits, social justice, and community empowerment via tax revenue. As the leading technology company in the cannabis space, Dutchie powers thousands of dispensaries across 40+ markets in the United States and Canada, and has been recognized by Fast Company and LinkedIn for its innovation.

Dutchie has secured over $600M in funding from prominent investors, including D1 Capital Partners, Tiger Global, Thrive Capital, and Snoop Dogg's Casa Verde Capital.

About This Job

We are looking for a strategic, forward-thinking Senior Manager of Workforce Management & Optimization to lead, scale, and transform our Support Operations workforce ecosystem. While a deep understanding of traditional WFM principles (forecasting, capacity planning, scheduling) is essential, the primary mandate is to build a future-proof operation. This role goes beyond staffing for queues; it actively works to diminish them through smarter routing, triage, and automated deflection. It sits at the intersection of operational excellence and digital transformation, championing frontline support teams while partnering closely with Product, Engineering, and Operations to identify high-volume, repetitive tasks suitable for automation or AI agent integration.

What You'll Do

Strategic Workforce Architecture

• Own long-term and short-term capacity planning, forecasting, and budgeting across all support channels.
• Ensure the human footprint scales efficiently alongside business growth.

Automation & Deflection Roadmap

• Audit existing support volume to identify opportunities for automation and deflection.
• Partner with Product and Engineering to implement AI agents and other automated solutions.
• Develop and execute strategies to reduce inbound support requests through proactive measures.

Application Instructions

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