Joblaze summary

The Workforce Manager at Vestwell is responsible for forecasting, staffing, and scheduling to ensure optimal service levels for their Employer Services team, which supports various clients in the retirement plan sector. This role requires strong analytical skills and proficiency in workforce management tools, with a focus on balancing service demands and employee experience. Ideal candidates have over five years of experience in workforce management, particularly in a contact center environment, and a background in retirement plan services is advantageous. Vestwell's hybrid work model fosters collaboration while accommodating flexibility.

Joblaze insights

Listed 3 days ago — first seen on Joblaze October 31, 2026. Last confirmed on Vestwell's careers page November 2, 2026.
Salary band is below the typical range for Management roles (median ~$170,000).
Starts above 10% of 173 comparable mid management roles in United States we track (median $120,900 across 90 companies).

Quick facts

Is the Workforce Manager, Employer Services role remote?: It's hybrid — Vestwell expects some on-site time in New York, NY | Austin, TX | King of Prussia, PA | Scottsdale, AZ.
What's the salary range?: Vestwell lists $80,000–$95,000 for this role.
How much experience is required?: At least 5 years of relevant experience for this Workforce Manager, Employer Services role.
Where is the role based?: Vestwell is hiring for this position in New York, NY | Austin, TX | King of Prussia, PA | Scottsdale, AZ.
What seniority level is this role?: Vestwell targets mid-level candidates for this position.
Is this full-time or contract?: Full-time for this Workforce Manager, Employer Services role at Vestwell.

From the original posting

Who Are We Looking For?

We're growing our Employer Service team and adding a Workforce Manager to own how we forecast, staff, schedule, and manage in real time. Our team supports 401(k) plan sponsors, payroll administrators, and partners across phone, email, and case queues. The ideal candidate is an analytical, detail-oriented planner who can balance service levels, staff utilization, and employee experience, and who understands the seasonal rhythms of the retirement plan business.

You’re an analytical, detail-oriented planner who can balance service levels, staff utilization, and employee experience, and you understand the seasonal rhythms of the retirement plan business. You’ll partner closely with Employer Service leadership to make sure we have the right people, with the right skills, in the right place at the right time.

What Will You Be Doing?

Day-to-Day, You Will Be Expected To:

Own Forecasting & Capacity Planning

Build and maintain short- and long-term forecasts for call, email, and case volume and handle time.
Model staffing needs and hiring plans in partnership with leadership.
Account for 401(k) seasonality and event-driven spikes, such as plan onboarding waves, plan conversions, year-end, compliance testing, and Form 5500 season.
Update forecasts as business drivers change, including new partner launches and product releases.

Manage Scheduling & Real-Time Operations

Build schedules that meet service-level goals while balancing training, QA, coaching, and time-off needs.
Monitor queues intraday and adjust staffing, breaks, and work assignments to protect service levels and case SLAs.
Manage skill-based routing and queue prioritization across phone, email, and case work.
Coordinate time-off, overtime, and shrinkage planning.

Drive Reporting & Insights

Own WFM reporting, including service level, ASA, abandon rate, occupancy, adherence, shrinkage, and case backlog and aging.
Present trends and staffing recommendations to leadership.
Measure forecast accuracy against [target, e.g., X% at the interval or weekly level], and continuously refine models.

Optimize Tools & Processes

Administer WFM and case management tools.
Document WFM policies and procedures, including adherence and time-off standards.
Identify automation and process opportunities that reduce manual work and improve efficiency.
Uphold strict confidentiality and data-protection standards when working with plan sponsor and participant data.

Requirements

The Necessities

5+ years of Experience in workforce management, forecasting, or capacity planning in a contact center or service environment
Experience supporting multichannel queues (phone, email, case/ticket)
Strong analytical skills; advanced Excel and hands-on experience with WFM tools and reporting.
Excellent communication skills and ability to present data-driven recommendations to leadership
Ability to manage multiple priorities in a fast-paced environment
Knowledge of 401(k) or retirement plan services is a plus
A commitment to service excellence and continuous improvement

The Extras

Knowledge of 401(k) or retirement plan services

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.

The expected base salary range for this position is $80K - $95K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

Full-Time Employee Benefits
We’re an innovative, high-growth company with an exciting future ahead. At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. And, of course, as a company focused on helping people save for the future, we offer a competitive 401(k) plan.

Standard company text repeated across Vestwell's postings is omitted here.

Workforce Manager, Employer Services

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