DESCRIPTION

Job summary
Our vision is to be the center of excellence for Brand Registry Services that delivers best-in-class solutions to our stakeholders to build the most trustworthy marketplace in the world. We achieve this by leveraging technological tools, automated algorithms and analytics that are focused on operational excellence.

We are seeking a Capacity Planning PM who will be responsible for making key decisions around hiring and training for the brand protection business operations. The Capacity Planning PM will also work across teams to optimize resource allocation for best ROI. The Capacity Planning PM works to ensure that resource availability is equal to incoming work with the intent to simultaneously optimize processes and provide a positive experience for our Brands, Selling Partners. Key stakeholders for this role include Finance, Operations, and multiple product & tech teams.

Key job responsibilities include:

-Timely and accurate delivery of headcount plans for respective BPBO operations programs considering factors of forecast and operational productivity inputs for each sites.
-Create hiring plans and govern the process by coordinating with involved teams like recruitment, training and operations.
-Create estimated capacity to deliver against forecast basis on the derived headcount plan.
-Create capacity templates for programs and business leaders for inputs.
-Independently solve and deliver for business problems related to planning with occasional direction. Drive an agile capacity model to meet customer promised SLA standards.
-Deliver cost efficient HC plans and driving hiring demands for the BPBO Ops organization. Set long-term vision and direction for team projects.
-Lead new program launches from an BPBO capacity planning perspective & manage initiatives for continued improvement
-Constant communication with WFM, business team, finance, senior leadership, operations, recruitment and other internal clients on status of plan vs actual delivery variance.
-Makes trade-offs: overtime vs. hiring vs productivity stretch vs headcount movement for the headcount/capacity planning.
-Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency.
-Establish reporting mechanism to create transparency on the teams effort associate to the assigned goals.
-Optimizes cross-team processes that improve team efficacy and delivery.

A day in the life
BR CP PM will be responsible as a single point of contact for HC/Capacity Planning, productivity levels and deciding operating levers for 1 or more sub programs. Will have to drive Program & sub program level callouts on capacity/HC/Hiring with senior leadership on the deviation in plan & propose mitigation through operational levers. Lead the development of internal and external communication across teams with peer managers on areas such as strategic planning for the function across business teams. Review, Baseline and maintain RnO capacity planning.

BASIC QUALIFICATIONS

3+ years experience in program or project management
Experience defining program requirements and using data and metrics to determine improvements
3+ years experience working cross functionally with tech and non-tech teams

· 5+ years’ experience in Capacity planning/ WFM experience.
.3+ years experience in program or project management
. Experience defining program requirements and using data and metrics to determine improvements
. 3+ years experience working cross functionally with tech and non-tech teams
· Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics or equivalent)
· Experience in building and analyzing models for forecasting and headcount optimization.
· Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
· Proficient in advanced usage of Microsoft Excel
. Excellent communication skills

PREFERRED QUALIFICATIONS

.Analysis experience in Customer Service or Operations preferred
· Experience automating or improving tools functionality through collaboration with Engineering or other Program Management teams.
· Experience working with globally managed service providers.
· Operations Research or Capacity Planning experience strongly preferred.
· Some programming experience is a plus to automate tools whenever appropriate.
· Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.
· Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
· Ability to work successfully in a dynamic, ambiguous environment.
· Ability to meet tight deadlines and prioritize workloads.
· Ability to develop new ideas and creative solutions.
· Exceptional influencing and leadership skills