Capacity Planning Manager - Customer Support, Trust & Safety
Responsibilities
Trust & Safety Customer Support Operations team will serve as a strategic architect of cost efficiency and operational resilience. This team is accountable for shaping end-to-end forecasting and capacity strategies that directly influence business performance, risk management, and investment decisions.
You will partner closely with cross-functional leaders to translate business priorities into actionable capacity plans, optimize global resource allocation, and proactively identify structural opportunities to improve efficiency and sustainability. Through data-driven insights and strong executive stakeholder influence, you will ensure operational capacity is continuously aligned with evolving business demands.
Responsibilities:
1. Own and drive end-to-end demand forecasting and capacity planning for Trust & Safety Customer Support, ensuring alignment with global business objectives, cost efficiency, and operational readiness. This includes exercising independent judgment to recommend and influence key resource allocation decisions in response to changing business needs.
2. Design, implement, and continuously optimize planning frameworks, processes, and methodologies that translate strategic objectives into executable capacity plans. Ensure planning outputs materially contribute to business outcomes to enable targets on productivity and cost sustainability.
3. Act as a strategic thought partner to Lines of Business (LoB) stakeholders, integrating complex and evolving requirements into holistic capacity strategies. Influence alignment across functions to ensure operational plans are tightly connected to business priorities.
4. Build, maintain, and evolve forecasting and capacity models that balance cost, capacity, service levels, and user satisfaction across multiple LoBs and geographies.
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5. Analyze demand, productivity, and capacity data to surface trends, risks, and opportunities, and convert insights into clear recommendations for senior stakeholders and decision-makers.
6. Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and adherence to financial controls.
7. Provide functional leadership through expertise and influence, guiding stakeholders on capacity planning best practices, trade-offs, and implications, while fostering a culture of analytical rigor, accountability, and continuous improvement.
Qualifications
Minimum Qualifications:
1. Bachelor's degree in a quantitative field (e.g., Finance, Mathematics, Business Analytics, Economics, Supply Chain Management).
2. Proven experience (5+ years) in demand forecasting and capacity planning within a large-scale, multi-channel, multi-site technology or operations environment.
3. Strong analytical and problem-solving skills, with demonstrated ability to structure ambiguous problems, analyze complex datasets, and drive data-backed decisions.
4. Advanced proficiency in Python for data analysis, modeling, and automation (e.g., pandas, NumPy), as well as strong expertise in Microsoft Excel for advanced modeling and scenario analysis.
5. Proven experience designing, recommending and executing complex planning initiatives across multiple stakeholders, with the ability to identify risks, manage trade-offs, and recommend pragmatic solutions.
6. Proficiency in Chinese and English is required to collaborate with global partners, including workforce planning teams and customer supporting teams based in Mandarin-speaking regions. These interactions include leading and participating in meetings that are conducted in Chinese as well as corresponding in chat or emails.
Preferred Qualifications
1. Proficiency in data analytics and visualization tools (e.g., SQL, Power BI, Tableau).
2. Experience supporting Customer Support, Trust & Safety, or other high-volume, service-driven operations.
3. Experience operating in fast-paced, ambiguous environments with frequent change and competing priorities.
4. Resilience and a commitment to self-care, given the emotional demands of the Trust & Safety domain.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
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