WFM - Service Level Coordinator
Why Clipboard Exists:
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent.
About Clipboard:
Clipboard is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental, Home Health, etc.), as well as building out a full-time product.
We are a YC Top Company with a global, remote team of 1,000+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the U.S., where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.
Beware of scammers! Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here.
Overview
We are seeking a WFM Central - Service Level Coordinator to serve as the central governance layer for live operations across multiple Lines of Business (LoB). This is not a traditional monitoring role; it is designed for a high-caliber, forensic operator who functions as an operational architect. You will be a trusted partner to operational leadership, responsible for continuing to evolve our operations to a standardized, and fiscally sound control model.
The ideal candidate possesses the technical "know-how" of a forensic analyst and the communication prowess of a business consultant, capable of telling a compelling story through data to stakeholders ranging from Team Leads to Directors. You won't just report that a queue is at risk; you will diagnose the business impact, identify the root cause, and prescribe the specific levers leadership must pull to preserve SLA and the customer experience. You will be the owner of all aspects of the support queues and ensure we are meeting our customers where they need us.
Responsibilities
Stakeholder Storytelling: Distill complex, "noisy" operational signals into high-impact narratives. You must be able to share in-depth observations and supporting data that tell a clear story to stakeholders, at all levels of leadership, on exactly what actions must be taken.
Business-Level Analysis: Go beyond the "what" and the "why" to analyze long-term business trends. Evaluate the financial efficiency of SLA safeguarding and the fiscal impact of current staffing vs. demand density.
Operational Control & Forensic Auditing: Serve as the authoritative "voice of reason" during incidents. Conduct forensic audits of agent behaviors such as "On Hold" abuse or status irregularities to ensure hidden capacity drains are eliminated.
Centralized Core Governance: Enact queue management playbooks for real-time levers across multiple LoBs, ensuring aggressive SLAs are preserved through structured accountability.
Strategic Planning & Optimization: Partner with WFM to create a concise feedback loop for continued improvement in planning and scheduling.
Qualifications
Exceptional Communication: Proven ability to translate complex data into a clear jargon-free business story. You must be comfortable presenting actionable insights to senior leadership under high-pressure conditions.
Advanced Forensic Analysis: Expert proficiency in Google Sheets is required, familiarity with Metabase preferred. You must be able to build complex, automated tracking tools and forensic audits from scratch. Not just for basic queue health, but also analyzing business data that influences our operations.
Strategic Judgment: Demonstrated experience making high-judgment decisions that impact the entire business, particularly in environments with aggressive SLAs and fluctuating volume patterns.
Operational Architecture: Take ownership in documenting best practices into governed frameworks and playbooks.
Resilient Mindset: Comfortable operating autonomously in a 24/7 environment, with the flexibility to adapt to operational needs as part of a high-impact, interdependent team.
Systems Fluency: Familiarity with Amazon Connect, Zendesk Omnichannel routing, and Assembled WFM is highly preferred.
What Success Looks Like
Operational anomalies are quickly investigated, with root causes clearly identified and communicated, reducing repeat issues and leadership uncertainty
You evolve queue management processes from reactive to a documented, standardized, and predictive operating model.
Champion of the team’s brand with Operational Leadership. You are looked to as the primary source of truth, relying on your data-driven stories to make critical staffing and operational decisions.
Live queues remain stable, governed, and resilient across all supported lines of business, even during unexpected spikes, outages, or incidents
Stakeholders receive timely, clear updates during incidents that explain impact, cause, and corrective actions in a concise and actionable manner.