---
title: 'Workforce Manager at Roadie'
canonical: 'https://feeny.ai/job/workforce-manager-roadie-remote-xvsan6c0drmm'
type: 'job'
last_seen: '2026-10-19'
---

# Workforce Manager at Roadie

- **Company:** Roadie
- **Location:** Remote
- **Work type:** remote
- **Posted:** 2026-10-09
- **Last confirmed live:** 2026-10-19
- **Apply:** https://job-boards.greenhouse.io/roadie/jobs/8863508002

## Job description

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit [www.roadie.com](http://www.roadie.com).

As Roadie’s Workforce Manager, you’ll lead workforce planning and real-time operations for our 24/7 Support organization. Working across Roadie and our BPO partners, you’ll ensure the right coverage across phone, chat, and email to deliver a great user experience.

You’ll develop our Real-Time Analysts and scheduling resources, anticipate demand, and guide teams through daily challenges and peak periods. If you enjoy solving complex operational puzzles, developing people, and seeing your decisions make an immediate impact, you’ll thrive in this role.

## What You’ll Do

- Lead and develop Roadie’s Real-Time Analysts and scheduling resources through clear priorities, coaching, and accountability
- Own forecasting, staffing, and headcount planning across Support channels, internal teams, and BPO partners
- Build schedules that align staffing with demand and maintain consistent queue coverage
- Guide real-time operations by monitoring service levels, adherence, occupancy, utilization, backlog, and handle time, taking action as needs shift
- Anticipate staffing and scheduling gaps, communicate their business impact, and recommend practical solutions
- Partner with Support Managers, Vendor Managers, Salesforce, Engineering, and other technical teams to improve routing, workflows, automation, and self-service
- Assess how proposed operational and technology changes will affect contact volume, staffing needs, queue performance, and the user experience
- Develop workforce and contingency plans for peak season, high-volume periods, and unexpected staffing or system challenges
- Serve as a workforce leadership resource for our 24/7 operation, including during outages and service disruptions, as business needs require
- Lead postmortems after significant service-level misses or disruptions, turning findings into actionable improvements
- Deliver reporting and analysis that helps leaders make informed decisions about staffing, headcount, and operational performance
- Oversee WFM platform configuration and partner with technical teams to strengthen workforce tools, routing, and reporting accuracy

## What You Bring

- 5+ years of contact-center workforce management experience across forecasting, capacity planning, scheduling, and real-time operations
- Proven success developing workforce analysts or schedulers through coaching, clear expectations, and accountability
- Experience supporting 24/7, multichannel operations and partnering with BPOs across sites or time zones
- Strong analytical judgment, with the ability to anticipate risks, uncover root causes, and turn data into practical recommendations
- Strong understanding of queue management and routing, including how process changes, automation, and AI deflection affect staffing and service levels
- Clear communication, sound judgment under pressure, and strong ownership and follow-through
- Advanced proficiency with Excel or Google Sheets and working knowledge of Calabrio, Salesforce, Amazon Connect, or comparable platforms
- Experience planning for peak demand and managing workforce responses to outages or service disruptions
- A bachelor’s degree or an equivalent combination of education and relevant experience
- Experience building WFM processes from the ground up or supporting high-growth or gig-economy operations preferred

Why Roadie?

- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
- Flexible work schedule with unlimited PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
- The technology you need to get the job done

This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.

## About Roadie

## Company Overview
- **One-liner**: Roadie is a same-day delivery logistics platform that connects businesses with a nationwide network of independent drivers to provide last-mile delivery solutions.
- **Entity Type**: Private (Subsidiary of UPS) – acquired in September 2021; LinkedIn incorrectly lists “Public Company” but Roadie itself is privately held.
- **Headquarters**: Atlanta, Georgia, United States
- **Founded**: 2014
- **Founders**: Marc Gorlin (CEO)

## Core Business
- **Primary industry**: Logistics / Last-mile delivery (crowdsourced delivery platform)
- **Target customers**: B2B – retail, auto parts, pharmaceuticals, industrial supplies, and enterprise clients (e.g., The Home Depot, Walmart, Best Buy, Tractor Supply Company, Delta Air Lines)
- **Mission / Purpose**: “We’re changing the future of logistics” – enabling flexible, reliable same-day delivery for businesses of all sizes.

## Products & Services
- **Same-Day Delivery**: Deliveries in as fast as 2 hours, with 2-hour, 4-hour, and end-of-day window options.
- **Oversized Item Delivery**: Items up to 144″ and 300 lbs, same-day up to 100 miles.
- **Local Next-Day Delivery**: Faster than ground, more affordable than express.
- **Reverse Logistics**: Home pickup for returns to improve customer satisfaction.
- **Hot Shot Delivery**: On-demand, time-critical urgent orders.
- **Prescription Delivery**: Specialized pharmacy gig-certified drivers for secure, compliant prescription deliveries.
- **Cross-Dock Solutions**: Streamlined operations for high-volume businesses.

## Market Standing
- **Valuation / Market Cap**: Not disclosed (acquired by UPS for an undisclosed amount in 2021).
- **Key Metric**: Annual Revenue ~$25.4M (latest estimate); Total Funding $86M (over 5 rounds, led by The Home Depot, TomorrowVentures, etc.).
- **Notable Investors / Partners**: The Home Depot (lead investor in Series C), TomorrowVentures, UPS (acquirer). Customers include Home Depot, Walmart, Best Buy, Tractor Supply, Delta Air Lines.
- **Growth Signals**: 707 employees (+39.9% YoY); 310,000+ independent drivers covering 30,000+ zip codes and 97% of U.S. households; recognized by The Home Depot’s Executive Carrier Council for 5 consecutive years.

## Competitive Advantages
- Largest local same-day delivery network in the U.S. with unmatched scale and flexibility.
- Ability to deliver oversized items (up to 144″ and 300 lbs) that traditional carriers cannot handle.
- Integration with UPS for seamless last-mile solutions and simplified billing.
- Pharmacy gig-certified drivers for secure prescription delivery.
- Flexible delivery windows (2h, 4h, end-of-day) and cross-dock capabilities.

## Strategic Focus
- Deepening integration with UPS to expand service offerings and reach.
- Enhancing technology platform for ship-from-store, reverse logistics, and enterprise scalability.
- Growing the driver network and coverage density, especially for oversized and time-critical deliveries.
- Continuing to serve large retail and industrial clients while expanding into new verticals.

## Why Work Here
- **Culture**: Values-driven (“Make Magic”, “Keep It Real”, “Bring Yourself”, “Just Go”, “Pop Bottles”). Described as a small, growing team of smart people solving hard problems with heart.
- **Work/Life Balance**: Generous PTO, paid parental leave, flexible schedule, and a 4-day work week for the Support team.
- **Compensation & Benefits**: Competitive salaries + bonus program; 100% paid employee health plans; 401K with company match; education assistance including student loan contributions.
- **Remote/Hybrid**: Several roles listed as REMOTE (e.g., CX Vendor Manager Lead, Instructional Designer, Senior Manager Trust & Safety). Technology and leadership roles may be based in Atlanta or remote-friendly.
- **Perks**: Celebrations, team events, and a “pop bottles” culture. Rated 3.1/5 on Glassdoor (161 reviews) with work-life balance scoring 4.0/5.

## Sources
1. [Roadie Careers Page](https://www.roadie.com/careers)
2. [Roadie Greenhouse Job Board](http://job-boards.greenhouse.io/roadie)
3. [Roadie Official Website](https://www.roadie.com/)
4. [Roadie LinkedIn Company Page](https://www.linkedin.com/company/roadie-inc)
5. [CB Insights Company Profile](https://www.cbinsights.com/company/roadie)

## Other roles at Roadie

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- [CX Content Specialist](https://feeny.ai/job/cx-content-specialist-roadie-remote-mhcc8yq6ypvx)
- [Finance Operations Analyst](https://feeny.ai/job/finance-operations-analyst-roadie-remote-ewjbpvahczac)
- [Senior People Partner](https://feeny.ai/job/senior-people-partner-roadie-remote-3nkbbha2yt22)
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