Overview
Intuit's Modern Ops Expert Planning team is looking for a Staff Capacity Planning Analyst who is passionate about the customer experience, who thinks/acts cross functionally, and who will contribute to major innovations in operations. The ideal candidate will possess both an optimization background that enables them to manage capacity planning, and a demonstrated ability to think broadly and strategically about impacts to Capacity Plans for new initiatives such as product and project roll-outs on a global basis. The successful candidate will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize supply planning and hiring decisions.
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The successful candidate will partner with Product Teams, Service Delivery, Partner Management, Talent Acquisition, and Finance leadership.
What you'll bring
- 5+ years of direct experience in Capacity Planning or Labor Modeling
- 3+ years in program/project management
- Experience utilizing Excel and SQL
- Experience translating capacity plans and key performance indicators as well as recommendations to senior leaders
- Excellent Storytelling skills to clearly articulate the From and To and business impacts
- Ability to work successfully in a dynamic, ambiguous environment
- Ability to meet tight deadlines and prioritize workloads
- Exceptional influencing and leadership skills
How you will lead
- Create optimized headcount and hiring plans for Intuit's Mailchimp business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
- Mitigate capacity risks by managing dependencies across multiple business units and supply models. Clearly communicate dependencies and manage/track exceptions.
- Partner with internal technology teams on new initiatives, including launch of new internal planning tools.
- Participate in new projects and initiatives such as new product, skill, and contact channel roll-outs on a global basis.
- Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.
- Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
- Support Service Delivery & Operational teams to optimize staffing requirements.
- Lead global process standardization initiatives.
- Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.