WFM Capacity & Analytics Planner

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about ourTotal Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

Gusto is looking for a senior, technically minded workforce management planner who can design and scale AI-powered forecasting and capacity planning systems. You will report into the Planning People Empower and play a leading role in shaping how AI is adopted across forecasting, scheduling, and intraday operations. This role is equal parts strategic design and hands-on execution: you'll build the frameworks, pipelines, and governance structures that elevate WFM from reactive to predictive.

Schedule Note: Coverage hours are between 6am-6pm MT

Here’s what you’ll do day-to-day:

• Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations.
• Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning.
• Develop and maintain capacity plans, providing recommendations on hiring, staffing, and efficiency improvements for our CX teams.
• Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off-hours incidents.
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions.
• Build and maintain AI-powered WFM data pipelines that integrate multiple data sources (volume, AHT, shrinkage) to enable predictive and near-real-time insights.
• Continuously monitor and adjust forecasts using AI-driven models and traditional methods as demand evolves.
• Design governance frameworks for AI-enabled WFM workflows, including monitoring, validation, and escalation processes.
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