Job 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