Summary of the Role:
The ideal candidate will possess both an analytical background that enables him/her to manage quantitative planning, scheduling, intra-day management, and a demonstrated ability to think broadly and strategically about customer service initiatives. The candidate will own the entire process of Workforce Management from long-term forecasting through intra-day management to meet our aggressive Service levels. This leader will oversee our three key functions within the organization, Forecasting (Long-term & short-term), Planning & Scheduling, as well as Intra-day Management. This leader will work in lock-step with multiple business teams, including: CS Operations; Learning & Development; Recruiting; HR; Finance, as well as many other functions. They will lead and develop workforce planning tools & models, perform extensive real-time analysis & work on 'voice of customer', 'optimization' & 'predictive analytics' to help business make decisions to address some of the unique challenges in this space. He/she is expected to perform in a dynamic, fast paced environment that requires data-driven decision-making and real time actions.
As a leader in this role, you will own the build of optimized long term/short term forecasting models, scheduling models, hire and train a team of Program Managers/Analysts who will use those models to plan and execute CS operations centrally for a network of three sites (and growing). You will own aligning supply (schedules) to the Short Term Forecast and based on the actual, will be giving feedback to the short term forecasting team. You will also lead headcount planning to ensure that financial budget is met at weekly/monthly and yearly level for chewy CS. You will lead CS weekly business reviews and provide bridges for KPI's like Cost per Order, SLAs, ASAs, Occupancy and productivity.
The role comes with lot of autonomy, independence, and visibility to C level leadership. You will work side by side with our Merchandising, Finance, Technology & Ops teams, to quantify and set key financial and CX goals for CS. This is a senior role, requiring ability to write papers for C Level review and drive CS strategy.
What you'll do:
Own designing/building optimized Forecasting model for all lines of businesses
Own designing/building scheduling model for all lines of businesses
Partner with finance to build annual, quarterly, and monthly budget
Create optimized headcount and hiring plans for clients Customer Service business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
Develop a reporting infrastructure which helps monitor/bridge plan vs actuals
Develop key intra-day processes & tools to help optimize SLAs
Develop goals, processes for most optimal alignment of supply (schedules) to demand (contacts) for all lines of business
Partner with strategic planning to hit annual, quarterly, and monthly budget
Lead the process of setting goals on cost, efficiency, and customer experience
Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools
Coordinate with Operations, HR/Recruiting and Finance teams to analyze historical data, headcount, Service Level and forecast demand
What you'll need:
8+ years of experience quantitative research or analysis
5+ years in program/project management and People Management
Bachelor's degree in mathematics, statistics, computer science, engineering, economics, or related field
3+ years SQL, Excel, and Access experience or any database
Committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.