Senior Operations Manager, Predictive Analytics

Summary

Join Carrot Fertility as a Workforce Planning Manager and act as a subject matter expert to executive and senior leaders. You will influence fiscally responsible hiring practices, enhance organizational efficiency, and ensure alignment with company KPIs by developing and maintaining resource capacity plans. This individual contributor role directly impacts the organization's success. You will build strong relationships with cross-functional stakeholders, define key metrics for capacity planning, and analyze operational workloads to inform staffing decisions. You will prepare and deliver recommendations to team leaders, synthesize forecast data, and develop analytical models. This role requires strong communication, analytical, and problem-solving skills.

Requirements

• 8-10 years of experience in capacity planning or demand and supply management
• Expert spreadsheet proficiency (e.g., Microsoft Excel / Google Sheets)
• Engineering or mathematical background lending to skilled manipulation and modeling of large data sets
• Experience working with WFM tools (e.g., Five9, Nice, Tymeshift, etc.)
• Ability to effectively communicate complex information to a diverse group of business partners
• Excellent written, verbal, and presentation skills
• Ability to independently manage multiple tasks for multiple groups and work reliably in time-sensitive situations
• Proven to demonstrate a high degree of personal accountability, passion, and execution
• Experience working closely with senior and executive-level leaders
• Capacity to manage multiple priorities, meetings, and ongoing capacity workbooks in parallel
• Prior exposure to high-growth, fast-paced work environments

Responsibilities

• Serve as a trusted advisor to leaders across the Operations organization
• Drive the operational processes surrounding key staffing decisions
• Build strong relationships with cross-functional stakeholders (e.g., Commercial, Finance)
• Understand Carrot's sales and service models, including direct contracts and channel partnerships
• Identify key resource demand drivers, such as customer counts, employee volumes, segmentation, and product types
• Master Carrot’s evolving forecasting methods, including revenue and pipeline-based approaches with probability weighting
• Define and manage key metrics and requirements for accurate capacity planning
• Effectively own all cross-collaborative workforce and capacity planning within the Operations organization
• Analyze operational workloads to inform staffing decisions for each team that are aligned with financial goals
• Maintain centralized rosters for each team within the Operations organization, that support capacity and budgetary planning needs
• Maintain cross-collaborative meetings, documents/meeting notes, and workbooks with each respective team
• Prepare and deliver recommendations to cross-functional team leaders, and supporting them to effectively drive staffing decisions
• Define and update business assumptions (e.g., contact rates) and identify efficiency opportunities with the Director of Optimization
• Synthesize forecast data into actionable insights and staffing recommendations for operational leaders
• Work cross-functionally to define problems, build models, and propose staffing solutions that reduce costs and increase margins
• Guide operational leaders on staffing strategies
• Partner with stakeholders to ensure visibility into insights influencing hiring decisions
• Prepare and present regular staffing analyses and projections to leadership
• Develop analytical models for planning, investment decisions, and scenario analysis, especially for early-stage forecasting
• Maintain and update the centralized capacity planning forecast and tools to support accurate headcount management
• Oversee member support agents' time-off requests by evaluating seasonal work volumes and determining the appropriate number of agents who can be off on any given day, serving as the initial point of contact for approval coordination

Preferred Qualifications

• Experience working closely with senior leadership, previous exposure to high-growth work environments
• Proficiency with Airtable & Atlassian tools (e.g., Jira, Confluence)
• Exposure and comfort using business-data tools (e.g., Domo, Looker)
• Flexible and able to change priorities quickly

Benefits

• Health and wellness benefits
• Retirement savings plans
• Short- and long-term incentives
• Parental leave
• Family-forming assistance
• Competitive compensation package