Director, Capacity Planning & Workforce Management OPS & Analytics (Support & Services)

Job Description

• Lead and own Support Demand Forecasting, Capacity and Workforce Planning • Lead and manage Professional Services capacity planning and workforce scheduling • Manage and own Support Analytics • Influence design and requirements of Capacity Planning, Workforce management and Analytics solutions • Proactively partner with senior business leaders and systems teams • Deliver plans for hiring and staffing across Customer Success and Support • Collaborate and influence business owners and executives • Drive creation of new tools and processes • Continuously develop, coach, and mentor your team

Qualifications

• 12+ years of professional experience leading and developing multi-skill, multi-product staffing demand and capacity models • Skills in data-driven decision-making managing customer SLAs through workforce productivity • Demonstrated experience in quantitative data analysis • In-depth business domain experience on Support, Services, and Customer Success • Experience working on Support tools like Service Cloud / Zendesk and on PSA tools like NetSuite / FinancialForce / Workday • Experience managing vendors in a BPO / Outsourcing partnership • Strong knowledge of SQL, Datawarehouse, and data visualization tools like Tableau / PowerBI / Looker / ThoughtSpot

Benefits

• medical, dental and vision coverage • health savings accounts • flexible spending accounts • 401(k) • flexible paid time off • company-paid holidays • a culture of learning that includes a learning allowance and access to a professional coaching service for all employees