Workforce Management Program Manager
Updated on 8/31/2023

5,001-10,000 employees

Datadog offers monitoring and analytics for cloud-based workflows.
Company Overview
Datadog is on a mission to build the best platform in the world for engineers to understand and scale their systems, applications, and teams. The company operates a monitoring & analytics tool for IT and DevOps teams that can be used to determine performance metrics as well as event monitoring for infrastructure and cloud services.
Denver, CO, USA
Experience Level
Desired Skills
  • Enthusiastic commitment to customer experience, ability to drive positive change and influence senior leaders
  • Proven experience in workforce management, scheduling, forecasting, or related roles in a dynamic and highly technical environment (5+ years of related experience)
  • Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions. Strong excel skills required, experience with BI tools i.e. Metabase a plus
  • Proficiency in workforce management software, scheduling tools, and ticketing systems; Assembled, Zendesk, and/or SFDC ServiceCloud experience a plus
  • Excellent communication and interpersonal skills, with the ability to collaborate and build relationships across different levels of the organization
  • Detail-oriented and organized, with the ability to prioritize tasks and manage multiple projects simultaneously
  • Effective at influencing without direct authority at senior levels internal and external to the organization
  • Flexibility and adaptability to work in a fast-paced and dynamic environment
  • Embrace a growth mindset with a strong desire to continually learn and grow
  • Workforce Planning and Forecasting:
  • Develop and implement workforce planning strategies based on business needs and objectives
  • Analyze historical data, trends, business forecasts and cost of support to accurately predict staffing requirements and deliver post mortems for lessons learned
  • Define staffing and scheduling policies in collaboration with People Business Partners, Legal and BU leadership in accordance with regional employment laws and practices
  • Collaborate with department managers across the business units and People Business Partners to determine optimal workforce size and structure
  • Staff Scheduling and Resource Allocation:
  • Track workforce utilization using daily, weekly, and monthly measurements
  • Create and maintain staff schedules that align with business requirements, considering factors such as ticket volume, service levels, and employee skills
  • Optimize resource allocation to achieve operational efficiency and maintain high-quality service delivery
  • Monitor schedule adherence, identify gaps, and work with managers to make real-time adjustments as needed
  • Use workforce optimization software to improve efficiency and forecast staffing needs taking contact volume and headcount requirements into account
  • Performance Management and Reporting:
  • Develop performance metrics and key performance indicators (KPIs) to measure workforce performance, capacity planning and productivity
  • Monitor and analyze performance data, identify trends, and provide recommendations for improvement
  • Generate regular reports, post mortems and present findings to management, highlighting areas for improvement and actionable insights
  • Workforce Technology and Tools:
  • Implement and leverage workforce management systems to automate processes, streamline operations, and improve accuracy
  • Train and support employees in using workforce management tools effectively
  • Stay up to date with the latest workforce management tools, software, and technologies