Description
We are looking for a Senior Manager for Demand Planning on our Community Support (CS) team. This leader is responsible for leading demand forecasting and long-term planning strategy across multi-channel contact center operations for our Global Operations team.
The role combines planning, advanced analytics, business partnership, and people leadership to drive scalable, data-driven workforce decisions in a complex, fast-changing environment.
Key responsibilities include:
- Demand Forecasting & Statistical Modeling: Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels (phone, messaging, email, back-office etc.).
- Advanced Analytics: In partnership with the Analytics and Data Engineering team, design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models to improve scalability, repeatability, and timeliness.
- Decision Support & Stakeholder Communication: Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats and act as a trusted advisor to senior leadership and lead demand/capacity planning discussions in cross-functional forums.
- People Leadership: Lead, mentor, and develop planning analysts in quantitative methods, statistical rigor, and coding best practices.
The ideal candidate will have 12+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics, and 5+ years of people management experience.
Strong foundation in probability, statistics, and optimization, hands-on experience building and validating forecasting models, and advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python, and data visualization tools such as Tableau are required.
Experience with WFM tools (e.g., NICE, Verint, Aspect) or planning platforms (e.g., Anaplan) preferred.
Strong business acumen with the ability to balance cost efficiency and customer experience outcomes, excellent communication, executive presentation, and stakeholder influence skills, and comfort operating in fast-paced, ambiguous, and highly dynamic environments are essential.