Director of Capacity Management

Summary

Join Appen as the Director of Capacity Management and lead the development and optimization of strategies to ensure the right Contributors are sourced, allocated, and engaged to meet the dynamic demands of our AI data projects. This key leadership role oversees capacity forecasting, contributor headcount planning, and project feasibility analysis. You will collaborate across functions, including Delivery, Client Services, Direct Marketing, Funnel Operations, and Contributor Experience. You will advise on recruitment priorities, guide initiatives to improve Contributor retention, and support teams with data-driven insights. The role also involves managing Contributor Lifecycle Value (CLV) and leading a team responsible for capacity forecasting, Contributor analytics, and operational planning. This position offers a competitive salary and benefits.

Requirements

• 10+ years of experience in workforce planning, capacity management, or a related role, preferably in a technology, AI, or platform-driven company
• Proven expertise in demand forecasting, resource planning, and operational analytics
• Strong understanding of AI data project workflows and requirements, including the balance between fast-start and long-term projects
• Exceptional analytical skills, with the ability to interpret data and develop actionable insights
• Experience driving cross-functional initiatives and influencing at senior leadership levels
• Knowledge of CLV, NPS, and strategies for balancing operational efficiency with Contributor satisfaction
• Strong leadership and communication skills, with a track record of managing and developing high-performing teams

Responsibilities

• Build and maintain analytic tools and reporting systems to forecast client demand for Contributors, segmented by skills, geography, and project complexity
• Develop strategies to align Contributor capacity with production forecasts, adjusting dynamically to fast-changing project requirements
• Translate business objectives into operational plans, ensuring capacity readiness for high-intensity, fast-start projects, and long-term, high-complexity engagements
• Partner with Delivery and Client Services teams to assess the feasibility of proposed projects, considering project deliverables, complexity, and timelines
• Commit to realistic Contributor sourcing and delivery plans, mitigating risks to client deliverables
• Monitor Contributor allocation efficiency, ensuring the optimal cost structure for project staffing
• Advise Funnel Operations and Direct Marketing teams on areas of highest recruitment priority to ensure adequate pipeline flow
• Guide the Contributor Experience team to initiatives that improve Contributor retention, engagement, and satisfaction
• Support Delivery and Client Services teams by providing data-driven insights and feasibility recommendations
• Identify and prioritize drivers of CLV, ensuring Contributor acquisition and retention strategies align with long-term business goals
• Collaborate with cross-functional teams to grow CLV while maintaining high Contributor NPS
• Analyze and address attrition trends, leveraging insights to enhance Contributor engagement
• Lead a team responsible for capacity forecasting, Contributor analytics, and operational planning
• Foster a culture of innovation, collaboration, and data-driven decision-making
• Provide regular updates and strategic recommendations to the GM of CrowdGen and executive leadership

Preferred Qualifications

• Experience with global, multilingual workforces or contributor networks
• Familiarity with digital marketing, Contributor acquisition, or recruitment pipelines
• Background in AI, data services, or platform business models

Benefits

• Competitive salary, benefits, and opportunities for growth
• Be part of a cutting-edge company at the forefront of AI and data innovation
• Work with a globally distributed team of passionate professionals
• Shape the future of Contributor management in a rapidly evolving industry