Senior Operations Manager

The Role: 

Reporting to the Senior Director of Operations, you will act as a subject matter expert (SME) and trusted advisor to executive and senior leaders across the Operations organization. Your expertise will encompass new business forecasting, workforce planning, and hiring strategies spanning short-, medium-, and long-term horizons.

Positioned at the core of business-critical decisions, you will influence fiscally responsible hiring practices, enhance organizational efficiency, and ensure alignment with company and team-level KPIs. You will achieve this by developing and maintaining resource capacity plans informed by supply and demand variables, as well as creating tools and analyses to drive decisions that optimize resource utilization and productivity. This is an individual contributor position where your work will have a direct and measurable impact on the organization’s success. 

Success Profile

To thrive in this role, you will need:

• Communication Skills: Strong ability to present insights and recommendations effectively.
• Analytical Expertise: Expert Excel proficiency and a data-driven mindset.
• Adaptability: Comfort working in a fast-paced, rapidly evolving environment.
• Problem-Solving: A seasoned approach to tackling complex challenges.
• Flexibility: Capacity to meet deadlines and contribute to special projects as needed.
• Ownership: Take responsibility for interpreting analyses and effectively deliver staffing recommendations to Operational leaders.

Key Responsibilities

In this role, you will serve as a trusted advisor to leaders across the Operations organization. You will drive the operational processes surrounding key staffing decisions that have a direct and significant impact on Carrot’s operational efficiency - thereby impacting gross margin, customer and member satisfaction, and overall reputation in the industry. You will leverage your industry experience, operational background, and analytical skills to support the following business-critical activities:

• Build strong relationships with cross-functional stakeholders (e.g., Commercial, Finance) to become immersed in Carrot’s sales processes, resource demands, and forecasting data and methodologies. Some examples include but are not limited to:
• understanding Carrot’s sales and service models, including direct contracts and channel partnerships.
• identifying key resource demand drivers, such as customer counts, employee volumes, segmentation, and product types.
• mastering Carrot’s evolving forecasting methods, including revenue and pipeline-based approaches with probability weighting.
• Define and manage key metrics and requirements for accurate capacity planning.
• Effectively own all cross-collaborative workforce and capacity planning within the Operations organization - including Customer Success, Customer Management, Member Success, and other operational teams. This includes, but is not limited to:
• Analyzing operational workloads to inform staffing decisions for each team that are aligned with financial goals.
• Maintaining centralized rosters for each team within the Operations organization, that support capacity and budgetary planning needs.
• Maintaining cross-collaborative meetings, documents/meeting notes, and workbooks with each respective team. 
• Preparing and delivering recommendations to cross-functional team leaders, and supporting them to effectively drive staffing decisions. 
• Define and update business assumptions (e.g., contact rates) and identify efficiency opportunities with the Director of Optimization.
• Synthesize forecast data into actionable insights and staffing recommendations for operational leaders.
• Work cross-functionally to define problems, build models, and propose staffing solutions that reduce costs and increase margins.
• Guide operational leaders on staffing strategies.
• Partner with stakeholders to ensure visibility into insights influencing hiring decisions.
• Prepare and present regular staffing analyses and projections to leadership.
• Develop analytical models for planning, investment decisions, and scenario analysis, especially for early-stage forecasting.
• Maintain and update the centralized capacity planning forecast and tools to support accurate headcount management.
• Oversee member support agents’ time-off requests by evaluating seasonal work volumes and determining the appropriate number of agents who can be off on any given day, serving as the initial point of contact for approval coordination. 

The Team: 

The Carrot Operations team is composed of highly talented team members in a variety of roles that support every aspect of the Operational functions at Carrot. This team’s mission is centered around driving efficiency and positioning our customer-facing, member-facing, and broader operational teams across Carrot to provide best-in-class service to their constituents. This team sits at a pivotal central point that delivers some of the most meaningful and complex work within the organization. It is heavily focused on the customer and member experience as well as the partnership with internal team members. Internal teams are supported to achieve established team-level KPIs, by:

• Managing the critical systems and tools our colleagues rely on to excel at their jobs - from procurement, business relationship management, setup, ongoing configuration, and maintenance
• Providing governance and centralized management of key business functions to drive consistency and quality across the organization
• Driving cross-functional communication and collaboration - within and outside of the Operations department - to support business-critical processes and tools
• Proactively seeking out, defining, prioritizing, and executing key initiatives that drive operational efficiency across all operational teams, and enabling the organization as a whole to scale in a fiscally responsible fashion.
• Bringing operational insights to life by defining, measuring, and reporting on department and team-level KPIs and performance goals

Minimum Qualifications: 

• Bachelors Degree 
• 8-10 years of experience in capacity planning or demand and supply management 
• Expert spreadsheet proficiency (e.g., Microsoft Excel / Google Sheets)
• Engineering or mathematical background lending to skilled manipulation and modeling of large data sets
• Experience working with WFM tools (e.g., Five9, Nice, Tymeshift, etc.)
• Ability to effectively communicate complex information to a diverse group of business partners
• Excellent written, verbal, and presentation skills
• Ability to independently manage multiple tasks for multiple groups and work reliably in time-sensitive situations
• Proven to demonstrate a high degree of personal accountability, passion, and execution
• Experience working closely with senior and executive-level leaders
• Capacity to manage multiple priorities, meetings, and ongoing capacity workbooks in parallel
• Prior exposure to high-growth, fast-paced work environments
  
  

Preferred Qualifications:

• Experience working closely with senior leadership, previous exposure to high-growth work environments
• Proficiency with Airtable & Atlassian tools (e.g., Jira, Confluence)
• Exposure and comfort using business-data tools (e.g., Domo, Looker)
• Flexible and able to change priorities quickly

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $123,000-$140,000 Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

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