Full-Time

Director – WFM and Capacity Planning

Support and Services

Updated on 5/24/2024

Klaviyo

Klaviyo

1,001-5,000 employees

Marketing automation platform with advanced segmentation

Consumer Software

Senior

Cambridge, MA, USA

Required Skills
Communications
SQL
Tableau
Looker
Data Analysis
Requirements
  • 12+ years of professional experience leading and developing multi-skill, multi-product staffing demand and capacity models
  • Experience in analytics, technology, and capacity planning/workforce management for a Global 24x7 Support and Services organization
  • Strong analytical skills with experience in quantitative data analysis
  • Experience working with Support tools like Service Cloud / Zendesk and Professional Services Automation tools like NetSuite / FinancialForce / Workday
  • Experience managing vendors in a BPO / Outsourcing partnership
  • In-depth experience working with SQL, Datawarehouse, and data visualization tools like Tableau / PowerBI / Looker / ThoughtSpot
  • Excellent executive communication and organization skills
  • Proven track record in managing, leading, and motivating teams
Responsibilities
  • Lead and own Support Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling, and closed-loop performance metrics
  • Manage and own Support Analytics including scorecards, self-service dashboards, SLA measurement frameworks and outcomes
  • Partner with senior Business leaders, HR, and recruiting to ensure alignment on headcount and staffing goals
  • Drive creation of new tools and processes that enable Leadership to diagnose the business and achieve operational goals
  • Continuously develop, coach, and mentor the team
  • Drive accountability across Capacity Planning and Workforce management function

Klaviyo offers a vibrant culture centered around continuous learning and innovation, making it a prime workplace for those passionate about leveraging technology to drive marketing success. As a leader in personalized marketing automation, it presents unique opportunities for professional growth through its use of advanced segmentation and AI-driven optimization. The myriad of technical integrations and tools available in the platform further empowers employees to develop and refine cutting-edge solutions in the dynamic field of digital marketing.

Company Stage

IPO

Total Funding

$1.5B

Headquarters

Boston, Massachusetts

Founded

2012

Growth & Insights
Headcount

6 month growth

12%

1 year growth

36%

2 year growth

49%