Company Description

Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We believe that music makes the world a better place, which is why our mission is to make the world more musical. Through Reverb Gives, a portion of every sale provides youth music education programs across the world with instruments they need to make music.

Job Description

The Workforce & Budget Manager manages Reverb’s workforce, ensuring that staffing is both in line with available resources and enabling the customer experience we strive to deliver. 

The Workforce & Budget Manager is responsible for Reverb’s agent footprint across sites. In this role, you will build and manage systems to track our workforce and provide visibility for internal stakeholders into staffing coverage by channel and topic area. You will be responsible for partner budget adherence and ensure that staffing is in line with available resources. You will also provide reporting and insights on agent performance against expectations with a focus on optimizing utilization.

This is a full-time position (eventually) in Chicago, reporting to the Director of Customer Experience. While all of our employees are currently remote, our future of work plan will offer flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to the office location 2-3 times per week. 

The Workforce & Budget Manager will be responsible for:

• Conducts analyses on volume arrival patterns, forecasts, and expected SLAs to inform EOP schedule and headcount requirements 

• Leads monthly budget lock and weekly meetings on agent productivity, workforce management, and budget adherence with leadership across sites

• Develops staffing plans based on available budget, expected attrition, and forecasted volume

• Manages EOP headcount tracking systems to provide key information such as staffing by role, channel and subject matter expertise

• Liaisons with the Finance team and senior leadership to set expectations on monthly and quarterly budgets, and track estimates to deliver on adherence to budget requirements

• Reports on agent productivity and cost metrics weekly to leadership, highlighting trends and opportunities

• Reviews generated weekly schedules to understand expected coverage, consulting with Operations Managers and flagging any gaps for coverage opportunities 

• Develops recommendations for senior leadership to increase agent utilization, achieve costs savings and/or increase operational efficiency as needed 

• Maintains and administers Tymeshift and Assembled tools and supporting resources

• Processes invoices in Workday

Qualifications

The Workforce & Budget Manager will demonstrate:

• Excels at data analysis in Looker, Excel and/or Google Sheets

• Ability to translate data into actionable insights and recommendations 

• Experience with Workforce Management tools and concepts is a must 

• Manages time effectively and prioritizes work to meet the team’s objectives

• Comfortable with ambiguity and a fast-paced work environment

• Collaborates and communicates with team members effectively

To be successful in this role, the Workforce & Budget Manager will stay closely aligned with the Customer Experience strategic direction, executing on the staffing plans needed to bring the customer experiences we strive to deliver to life, within the resources available. They will collaborate effectively across the Partner Enablement and Buyer/Seller Experience teams.

Additional Information

Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:

• 100% paid medical, dental, and vision coverage for employees and their eligible dependents (you read it right: no premiums!)

• Life, AD&D, and supplemental long-and short-term disability insurance

• A matching 401(k)

• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays. 

• 18 weeks of gender-neutral parental leave for the birth or adoption of a child

• Up to $7,500 reimbursement of adoption-related expenses

• Paid sabbatical program

• Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!

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