Customer Success Manager – Workforce Planning

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Resident

WebsiteLinkedInAll Job Openings

201 - 500 employees

🍽️ Food & Beverage

🏨 Hospitality

🛒 Retail

Food & Beverage • Hospitality • Retail

Resident is a company that creates a house of brands focused on providing high-quality, comfortable, and stylish home furnishings. Known for its award-winning mattress brand Nectar, Resident partners with technology and retail giants to inspire great sleep and enhance home comfort. The company has demonstrated substantial growth, achieving significant sales and profitability, and has been recognized in prestigious media outlets. Resident operates in over 2500 locations and embraces a culture dedicated to comfort and innovation in home living.

📋 Description

• Own Ashley Digital's long-term workforce planning and capacity strategy across all Customer Success channels • Develop workforce models and capacity plans translating demand forecasts into staffing, hiring, and labor investment recommendations • Perform scenario planning for changes in customer demand, productivity, shrinkage, channel mix, business initiatives, and AI adoption • Collaborate with the Director of AI, Data, BPO partners, and Customer Success leadership to incorporate automation initiatives and business priorities • Support annual budgeting, labor forecasting, headcount planning, and hiring strategies • Analyze staffing, occupancy, productivity, shrinkage, service levels, and labor utilization to identify trends, risks, and optimization opportunities • Develop executive dashboards and strategic reporting on workforce health, staffing risks, capacity, and business performance • Conduct root cause analysis on staffing variances and provide data-driven recommendations • Drive continuous improvement through workforce planning methodologies, WFM process automation, analytics, and standardized planning practices • Build trusted partnerships across Customer Success, AI, Data, Finance, and BPO leadership • Forecast AI adoption impacts on human support demand • Apply sound, independent judgment and discretion on matters of substantial importance to the company

🎯 Requirements

• 5+ years of Customer Success Workforce Management experience with significant expertise in Capacity Planning, Strategic Workforce Planning, Workforce Forecasting, or Workforce Analytics within 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 comfort pulling your own data and building your own reporting • Advanced knowledge of workforce planning methodologies, including capacity planning, long-term>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 related to automation, AI adoption, or operational changes • Experience with Intercom and Fin AI preferred • Strong analytical and problem-solving skills with the ability to synthesize large datasets into strategic business 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, Aspect, or equivalent • Experience using BI and visualization tools such as Looker, Tableau, Sigma, or Power BI • Strong communication and executive presentation skills with experience influencing senior leadership through data-driven recommendations • Experience partnering cross-functionally with Customer Success, Finance, AI/Data teams, Talent Acquisition, and BPO partners • Experience supporting labor planning, annual budgeting, and headcount forecasting • Knowledge of workforce optimization, automation, and AI concepts and their impact on workforce planning • Must reside and be authorized to work within the United States

🏖️ Benefits

• Remote-first workplace (since 2016!) • Health, Vision & Dental Insurance • HSA company contributions • 401K with company match component • Take what you need Paid Time Off • Wellness benefits • WFH office and cell phone/internet stipend • A FREE MATTRESS plus an awesome Friends and Family discount! • Competitive Salary • Potential eligibility for discretionary bonuses or commission payments