Capacity Planning Analyst – Customer Experience

November 24

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Instacart

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eCommerce • Transport • Retail

Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.

1001 - 5000 employees

Founded 2012

🛍️ eCommerce

🚗 Transport

🛒 Retail

💰 $232M Venture Round on 2021-11

📋 Description

• Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions • Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones • Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs • Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements • Distribute monthly forecasts and outlooks to BPO partners within contractual agreements • Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization • Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders • Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience

🎯 Requirements

• Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience • Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization • Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools • Vast experience with data analysis tools and forecasting methods to drive reliable predictions • Proficiency in SQL for sophisticated database management and data analysis • Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights • Comfortable navigating ambiguous situations with an ownership mentality and bias to action. • Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies (Preferred) • Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode (Preferred)

🏖️ Benefits

• Instacart provides highly market-competitive compensation and benefits around the world • Eligible for a new hire equity grant as well as annual refresh grants