Remote Workforce Management and Customer Success Planning Director

Summary

Join our team at Jobber as the Workforce Management and Customer Success Planning Director! As a key member of our Customer Success department, you will lead the effective management and forecast of labour requirements for the Customer Success organization. You will be responsible for forecasting volume and real-time scheduling on a day-to-day and hour-to-hour basis, managing staff schedules across multiple channels based on historical and anticipated volume.

Requirements

• 10+ years of experience leading and developing staffing demand and capacity models with expertise in Customer Success for a SaaS or subscription based business
• Bachelor's degree in a related field or equivalent work experience
• Domain expertise in Customer Success with experience working on Support tools like Zendesk, RingCentral, Intercom, SFDC
• Experience managing outsourced partners and BPO vendors ensuring delivery against performance targets and strategic alignment with business objectives
• Strong analytical skills and quantitative data analysis of business information with the ability to draw insights and communicate them to stakeholders
• Demonstrate strong skills and proficiency in project management, change management, and strategic planning

Responsibilities

• Leads the development, execution and communication of the Customer Success Org’s workforce planning roadmap, to optimise and scale its workforce and to create strategic long-range plans
• Lead and oversee capacity and workforce planning, forecasting, real-time management scheduling, analysis of metric data and service level achievement
• Engage in continuous review and assessment of optimal staffing levels required to meet demand forecasted, response time targets and service levels
• Create and implement schedules that align workforce resources to volume; minimize over/understaffing while accounting for seasonality and fluctuations for a team of approx 100 customer facing employees working 7 days a week
• Conduct rigorous daily, intra-daily, weekly, monthly, and annual comparisons between actual results and forecasts to ensure precise staffing alignment and real time agile adjustments
• Analyze data and trends to provide strategic recommendations, predict future needs and improve performance against service levels
• Develop and implement processes to increase forecasting and staffing accuracy
• Proactively monitor key performance indicators such as response time and customer satisfaction to improve team performance
• Manage Business Process Outsourcing (BPO) vendor relationships and ensure strategic alignment of resources to business objectives
• Monitor real-time schedule adherence and agent utilization and partnering with the direct managers to ensure desired behaviours
• Collaborate with internal stakeholders to Identify and recommend operational support improvements, tools, and technology to reduce and eliminate performance gaps
• Create comprehensive reports and present actionable insights to senior leaders, highlighting areas for optimization
• Identify and manage the communication of real time volume drivers and system outages that impact performance and escalate interruptions to appropriate business leader

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development function, including Development Coaches, to help build the career you want and hit the goals you set, while ensuring you’re reaching your fullest potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family
• A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet
• To work with a group of people who are humble, supportive, and give a sh*t about our customers