Workforce & Capacity Manager

A Brief Overview

The Workforce & Capacity Manager is a strategic leadership position responsible for overseeing and optimizing workforce and capacity planning functions within our field organization. This role leads a diverse high‑performing team, including capacity planners and dispatchers, and ensures efficient allocation of resources to meet KPI objectives.

• Provide visionary leadership to a diverse team, fostering a culture of collaboration, accountability, and continuous improvement.
• Partner with the District Manager on capacity/scheduling strategies.
• Execute objectives, conduct performance evaluations, and facilitate career development for team members.
• Promote a positive work environment that encourages innovation and problem‑solving.

• Implement workforce optimization strategies—including scheduling and resource allocation—to meet business goals across the zone.
• Ensure routing of the right technician to the right job for the most efficient route.
• Collaborate with district managers to align field operations with staffing requirements and demand fluctuations.
• Monitor and analyze workforce metrics to identify trends and areas for improvement.
• Maintain visibility into key district KPIs such as D.O.W., Opti‑Fit, replacement volume, job completion and technician turnover.

• Oversee planning and allocation of resources, including equipment, facilities, and personnel, to meet operational demands.
• Develop capacity optimization standards that include schedule planning, capacity accuracy and distributed six‑day workforce allocation.
• Work closely with workforce leads and dispatchers to optimize field service operations and ensure timely customer support.
• Develop and maintain a capacity planning framework aligning with organizational objectives.
• Partner on district growth levers such as new locations, zip code management and recalibration flags.
• Foster a sense of urgency to maximize capacity levers, including utilization of road‑warriors, and drive execution of strategies.

• Collaborate with director of workforce/capacity leadership, district managers and operations team to develop short‑term workforce and capacity management strategies aligned with growth objectives.
• Provide recommendations and insights to support strategic decision‑making at store/region level.

• Manage the regional budget, ensuring cost‑effective workforce and capacity management solutions.
• Identify opportunities for cost savings while maintaining service quality.

• Collaborate with cross‑functional teams—including fleet, supply chain and operations—to align workforce strategies with overall business goals.
• Align with RSQM on training time and capacity through technician tenure.
• Communicate workforce performance metrics and insights to executive leadership.

Perform other duties as assigned and comply with all company policies and standards.

• Bachelor’s degree in business, operations management or related field (preferred).
• 4–6 years proven experience in workforce and capacity management (required).
• 1–3 years leadership experience (required).
• Knowledge of customer service and administrative protocols.
• Ability to provide world‑class customer service.
• Ability to lead within a fast‑paced, high‑volume operation.
• Proven experience developing high‑performing teams that deliver extraordinary results.

• Competitive weekly pay and bonus opportunities.
• Total job benefits valued at more than $10,000, including a 401(k) plan with company matching, medical coverage plans, and paid time off, company holidays and volunteer days.
• Up to $5,250 in tuition reimbursement per year.
• View all health, wealth and life offerings at

Position is primarily remote. Travel may be required to the Safelite Home Office or other designated locations as arranged by management.

Diversity:
Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at Careers at

This job description does not constitute an employment agreement and may be updated at the company’s discretion. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other applicable laws. Physical and mental demands described herein are not job qualification standards but are intended to help identify tasks where accommodations may be needed for qualified individuals.