Customer Success Workforce Planning Manager
A
Ashley DigitalE-commerce customer experience
Remote (USA); you must reside ... within the United States.Full-TimeManager
SalaryThe salary for this position is $90,000- $110,000. [Additionally, this role might be eligible for discretionary bonuses or commission payments].
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Job Details
- Experience
- 5+ years of Customer Success Workforce Management experience
- Required Skills
- PostgreSQLSQLMicrosoft Power BITableauMicrosoft ExcelGoogle SheetsLooker
Requirements
- 5+ years of Customer Success Workforce Management experience, with expertise in capacity planning, strategic workforce planning, workforce forecasting, or workforce analytics in a fast-paced e-commerce customer experience environment.
- Experience supporting multi-channel customer support operations, including voice, chat, email, SMS, and digital messaging.
- Experience with SQL, preferably PostgreSQL, and ability to retrieve data and build reporting.
- Advanced knowledge of capacity planning, long-term and short-term forecasting, staffing models, Erlang principles, occupancy, shrinkage, productivity planning, and headcount planning.
- Experience developing workforce models that translate business forecasts into staffing, hiring, and labor investment recommendations.
- Experience forecasting workforce impacts of automation, AI adoption, or operational changes.
- Strong analytical and problem-solving skills, including synthesizing large datasets into strategic recommendations.
- Demonstrated experience building scenario models and conducting what-if analyses.
- Advanced Excel or Google Sheets skills, including complex formulas, PivotTables, Power Query, and workforce or financial modeling.
- Experience with workforce management platforms such as Assembled, NICE IEX, Verint, Calabrio, Genesys WFM, or Aspect, or equivalent.
- Experience with BI and visualization tools such as Looker, Tableau, Sigma, or Power BI.
- Experience partnering with Customer Success, Finance, AI/Data teams, Talent Acquisition, and BPO partners, and supporting labor planning, budgeting, and headcount forecasting.
Responsibilities
- Own long-term workforce planning and capacity strategy across Customer Success channels.
- Develop workforce models and capacity plans that translate demand forecasts into staffing, hiring, and labor investment recommendations.
- Model scenarios involving customer demand, productivity, shrinkage, channel mix, business initiatives, and AI adoption.
- Partner with AI, Data, BPO, and Customer Success leaders to incorporate business priorities and automation into planning assumptions.
- Support annual budgeting, labor forecasting, headcount planning, and hiring strategies.
- Analyze staffing, occupancy, productivity, shrinkage, service levels, and labor utilization to identify trends and risks.
- Develop executive dashboards and strategic reporting on workforce health, capacity, staffing risks, and business performance.
- Conduct root cause analysis on staffing variances and recommend data-driven improvements.
- Improve planning through workforce methodologies, process automation, analytics, and standardized practices.
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