Customer Success Manager – Workforce Planning

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of Ashley Digital's long-term workforce planning and capacity strategy across all Customer Success channels.

• Create workforce models and capacity plans that transform demand forecasts into recommendations for staffing, hiring, and labor investments.

• Conduct scenario planning to adapt to shifts in customer demand, productivity, shrinkage, channel mix, business initiatives, and AI integration.

• Collaborate with the Director of AI, Data, BPO partners, and Customer Success leadership to align automation initiatives with business priorities.

• Assist in annual budgeting, labor forecasting, headcount planning, and hiring strategies.

• Analyze staffing, occupancy, productivity, shrinkage, service levels, and labor utilization to uncover trends, risks, and optimization opportunities.

• Develop executive dashboards and strategic reports on workforce health, staffing risks, capacity, and overall business performance.

• Perform root cause analyses on staffing variances and offer data-driven recommendations.

• Facilitate continuous improvement through workforce planning methodologies, WFM process automation, analytics, and standardized planning practices.

• Establish trusted partnerships across Customer Success, AI, Data, Finance, and BPO leadership.

• Predict the effects of AI adoption on human support demand.

• Exercise sound, independent judgment and discretion on matters of significant importance to the company.

⛳️ Requirements

• 5+ years of experience in Customer Success Workforce Management with substantial expertise in Capacity Planning, Strategic Workforce Planning, Workforce Forecasting, or Workforce Analytics in a dynamic e-commerce customer experience setting.

• Proven experience in supporting multi-channel customer support operations, including voice, chat, email, SMS, and digital messaging.

• Proficiency in SQL (preferably PostgreSQL) and comfort in pulling your own data and constructing your own reports.

• Advanced understanding of workforce planning methodologies, encompassing capacity planning, long-term and short-term forecasting, staffing models, Erlang principles, occupancy, shrinkage, productivity planning, and headcount planning.

• Proven track record in developing workforce models that translate business forecasts into staffing, hiring, and labor investment recommendations.

• Experience in forecasting workforce impacts related to automation, AI adoption, or operational changes.

• Familiarity with Intercom and Fin AI is preferred.

• Strong analytical and problem-solving abilities with the capability to synthesize large datasets into strategic business recommendations.

• Demonstrated experience in building scenario models and conducting what-if analyses.

• Proficient in 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.

• Familiarity with BI and visualization tools such as Looker, Tableau, Sigma, or Power BI.

• Excellent communication and executive presentation skills with a history of influencing senior leadership through data-driven recommendations.

• Experience in cross-functional partnerships with Customer Success, Finance, AI/Data teams, Talent Acquisition, and BPO partners.

• Experience in supporting labor planning, annual budgeting, and headcount forecasting.

• Knowledge of workforce optimization, automation, and AI concepts and their implications for 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.