Planning Manager

We are looking for an experienced professional to own our operations planning function. This role will require an analytical problem solver who is comfortable navigating ambiguous environments. You will draw on your deep experience as an operations analytics manager to help optimize our operations and help improve efficiency.
What You’ll Do

 
Take ownership of forecasting operations and planning. 
 
Create/manage detailed and robust forecasting and capacity models considering multiple inputs.
 
In collaboration with the growth analytics team, create and maintain models to forecast contact, handle time and workload demand.  
 
Provide thought leadership to improve planning. 
 
Deliver staffing plans with execution and budget in mind and help the team with operational and financial analysis and insights. 
 
Use forecasted inputs to build a capacity model considering the constraints in capacity optimization problems
 
Mentor/guide analysts, stakeholders and customers.
 
Lead/conduct root cause analyses on missed metrics and a plan for recovery. 
 
Lead meetings and drive consensus towards achieving sustainable solutions across various levels of the org. 

What We Look For

 
7+ years of experience leading business operations analysis and planning  in customer service operations or other analytically rigorous environments 
 
Subject matter expert in planning, data analytics, operations and customer servicing models 
 
Highly proficient in GSheets and Excel; experience in SQL preferred. Knowledge of statistical/time series analysis preferred.
 
Bachelor's degree or higher in analytical fields (Economics, Finance, Engineering, Math, Statistics, Computer Science, etc... or similar). 
 
Strong sense of ownership, results focused, comfortable navigating in an ambiguous environment and ability to breakdown and explain complex information to variety of audience groups