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Director, Capacity Planning & Workforce Management OPS & Analytics (Support & Services)
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$184,000 - $276,000 a year
Full-time
- Klaviyo is looking for a Director of capacity Planning & Workforce Management OPS & Analytics (Support & Services) to join our growing Customer Success Operations function.
- In this role, you will report to the Sr. Director Customer Success & Support OPS & Analytics, partnering closely with Customer Success and Support leadership to lead and own Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling, Analytics & Insights, Target and SLA attainment analysis, and closed-loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers.
- The ideal candidate has strong skills and experience in analytics, technology, and capacity planning/workforce management for a Global 24x7 Support and Services organization.
- Influence design and requirements of Capacity Planning, Workforce management and Analytics solutions in partnership with Systems, IT, Customer Success Analytics, Business Intelligence and Data Science while overseeing continuous innovation and communication to both your business stakeholders and other operations business partners
- Drive accountability across Capacity Planning and Workforce management function, Operations, Analytics & Strategy teams through implementation of consistent mechanisms
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