Senior Manager - Capacity Planning and Execution

Company Overview

Job Overview|Job Description

You will own capacity planning for TurboTax’s multi-node expert network, which includes in-house, partner, and offshore sites. You will set the headcount plan and make sure it is executed over the short term. You will lead a tenured team of seven planners and analysts. You will also apply a strong data science background to improve how demand is forecast and converted into staffing.

What You’ll Do

• Own the headcount plan. Translate demand forecasts into the headcount and hiring needed by node, skill, and season, and defend the plan with Finance and Operations leaders.
• Execute in the near term. Manage weekly and daily capacity: staffing gaps, schedule and shift adjustments, flex levers, and coordination with real-time and routing teams.
• Improve forecasting. Work with Data Science to improve time series demand models and to build business drivers and growth plans into them at scale. Today planners often handle these manually, outside the tools.
• Lead and develop the team. Set priorities, coach a tenured team, and raise the bar on planning rigor, automation, and decision quality.
• Balance across the network. Weigh cost, service levels, expert tenure and skill mix, and node-level constraints when allocating capacity.
• Manage peak season. Run readiness reviews and scenario plans (base, upside, downside) for peak tax season, and make clear trade-off recommendations.
• Communicate with executives. Report on forecast accuracy, plan versus actual, risks, and decisions needed.

What You’ll Bring

• 10+ years in workforce or capacity planning, forecasting, or related analytics, with 5+ years leading teams.
• A strong data science background: time series forecasting, statistics, and scenario modeling, plus SQL and Python (or R) skills.
• Experience planning headcount for a multi-site or multi-vendor expert, contact center, or service network.
• A record of turning forecasts into executed staffing plans, including hiring and flex strategies.
• Ability to manage experienced team members and influence senior stakeholders without direct authority.
• Strong financial acumen, including headcount budgeting and cost-per-hour trade-offs.

Preferred

• Experience in tax, financial services, or other highly seasonal businesses.
• Experience with workforce management and routing platforms.
• Experience introducing AI or automation into planning processes.

Responsibilities

You will own capacity planning for TurboTax’s multi-node expert network, which includes in-house, partner, and offshore sites. You will set the headcount plan and make sure it is executed over the short term. You will lead a tenured team of seven planners and analysts. You will also apply a strong data science background to improve how demand is forecast and converted into staffing.

What You’ll Do

• Own the headcount plan. Translate demand forecasts into the headcount and hiring needed by node, skill, and season, and defend the plan with Finance and Operations leaders.
• Execute in the near term. Manage weekly and daily capacity: staffing gaps, schedule and shift adjustments, flex levers, and coordination with real-time and routing teams.
• Improve forecasting. Work with Data Science to improve time series demand models and to build business drivers and growth plans into them at scale. Today planners often handle these manually, outside the tools.
• Lead and develop the team. Set priorities, coach a tenured team, and raise the bar on planning rigor, automation, and decision quality.
• Balance across the network. Weigh cost, service levels, expert tenure and skill mix, and node-level constraints when allocating capacity.
• Manage peak season. Run readiness reviews and scenario plans (base, upside, downside) for peak tax season, and make clear trade-off recommendations.
• Communicate with executives. Report on forecast accuracy, plan versus actual, risks, and decisions needed.

What You’ll Bring

• 10+ years in workforce or capacity planning, forecasting, or related analytics, with 5+ years leading teams.
• A strong data science background: time series forecasting, statistics, and scenario modeling, plus SQL and Python (or R) skills.
• Experience planning headcount for a multi-site or multi-vendor expert, contact center, or service network.
• A record of turning forecasts into executed staffing plans, including hiring and flex strategies.
• Ability to manage experienced team members and influence senior stakeholders without direct authority.
• Strong financial acumen, including headcount budgeting and cost-per-hour trade-offs.

Preferred

• Experience in tax, financial services, or other highly seasonal businesses.
• Experience with workforce management and routing platforms.
• Experience introducing AI or automation into planning processes.

Qualifications

You will own capacity planning for TurboTax’s multi-node expert network, which includes in-house, partner, and offshore sites. You will set the headcount plan and make sure it is executed over the short term. You will lead a tenured team of seven planners and analysts. You will also apply a strong data science background to improve how demand is forecast and converted into staffing.

What You’ll Do

• Own the headcount plan. Translate demand forecasts into the headcount and hiring needed by node, skill, and season, and defend the plan with Finance and Operations leaders.
• Execute in the near term. Manage weekly and daily capacity: staffing gaps, schedule and shift adjustments, flex levers, and coordination with real-time and routing teams.
• Improve forecasting. Work with Data Science to improve time series demand models and to build business drivers and growth plans into them at scale. Today planners often handle these manually, outside the tools.
• Lead and develop the team. Set priorities, coach a tenured team, and raise the bar on planning rigor, automation, and decision quality.
• Balance across the network. Weigh cost, service levels, expert tenure and skill mix, and node-level constraints when allocating capacity.
• Manage peak season. Run readiness reviews and scenario plans (base, upside, downside) for peak tax season, and make clear trade-off recommendations.
• Communicate with executives. Report on forecast accuracy, plan versus actual, risks, and decisions needed.

What You’ll Bring

• 10+ years in workforce or capacity planning, forecasting, or related analytics, with 5+ years leading teams.
• A strong data science background: time series forecasting, statistics, and scenario modeling, plus SQL and Python (or R) skills.
• Experience planning headcount for a multi-site or multi-vendor expert, contact center, or service network.
• A record of turning forecasts into executed staffing plans, including hiring and flex strategies.
• Ability to manage experienced team members and influence senior stakeholders without direct authority.
• Strong financial acumen, including headcount budgeting and cost-per-hour trade-offs.

Preferred

• Experience in tax, financial services, or other highly seasonal businesses.
• Experience with workforce management and routing platforms.
• Experience introducing AI or automation into planning processes.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. 

The expected base pay range for this position is:
San Diego $189,000 - $256,000