Workforce Manager - Support

Company: Databricks Inc.
Location: San Francisco
Posted on: May 17, 2025

Job Description:

At Databricks, we are passionate about enabling Data and AI teams to solve the world's toughest problems - from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the world's best Data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers - and customer obsessed - we leap at every opportunity to solve technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started.We're seeking an experienced Workforce Manager (WFM) to own capacity planning, real-time management, and performance analytics for our 24--7 global Support organization. You'll shape staffing strategy for hundreds of Technical Support Engineers (TSEs) who resolve complex cloud, data-platform, and enterprise SaaS issues. Your mission: deliver the right staffing, with the right skills, at the right time-consistently hitting SLA and CSAT targets while optimizing cost.

• Forecasting & Capacity Planning: Develop short-, mid-, and long-term workload forecasts by analyzing historical ticket volumes, upcoming product releases, seasonality, marketing initiatives, and other demand drivers. Convert demand forecasts into detailed staffing plans segmented by region, shift, and time zone. Collaborate closely with Data Science and Finance to align forecasts with headcount budgets.
• Scheduling & Capacity Optimization:Lead quarterly and monthly shift scheduling, including weekend rotations, on-call assignments, and holiday coverage. Ensure optimal staffing to meet demand while balancing employee preferences and business needs.
• Analytics & Continuous Improvement: Design and maintain Workforce Management (WFM) dashboards to monitor key performance metrics such as forecast accuracy, agent utilization, occupancy, schedule adherence, shrinkage, and cost-per-case. Conduct root cause analyses for SLA breaches and implement cross-functional corrective actions with Support, Engineering, and Product teams. Benchmark internal performance against industry standards to drive continuous improvement.What we look for:
  • 5+ years in Workforce Management for a technical or omnichannel support environment (B2B SaaS preferred)
  • Proven expertise with CRM/ticketing systems (Salesforce Service Cloud, Zendesk, JIRA)
  • Comfortable presenting to executives; able to distill data into actionable recommendations
  • People-first mindset with experience leading analysts or schedulers
  • Advanced Excel/Google Sheets; SQL or Python for data manipulation; BI tools (Looker, Tableau, PowerBI)
  • Bachelor's degree in a related field (EE, Computer Science, Computer Engineering, Software Engineering)Pay Range TransparencyDatabricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here .
    Local Pay Range$116,600 - $178,700 USDAbout DatabricksDatabricks is the data and AI company. More than 10,000 organizations worldwide - including Comcast, Cond-- Nast, Grammarly, and over 50% of the Fortune 500 - rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark, Delta Lake and MLflow. To learn more, follow Databricks on Twitter ,LinkedIn and Facebook .
    
    Benefits
    
    At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visithttps://www.mybenefitsnow.com/databricks .
    
    Our Commitment to Diversity and InclusionAt Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.ComplianceIf access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.
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Keywords: Databricks Inc., Berkeley , Workforce Manager - Support, Accounting, Auditing , San Francisco, California