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Full-Time

Director – Capacity Planning & Workforce Management OPS & Analytics

Support & Services

Posted on 6/18/2024

Klaviyo

Klaviyo

1,001-5,000 employees

Marketing automation platform with advanced segmentation

Consumer Software

Compensation Overview

$184k - $276kAnnually

+ Variable Compensation + Overtime

Expert

Austin, TX, USA

Category
Production Planning & Scheduling
Supply Chain Management
Operations & Logistics
Required Skills
Communications
Management
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
  • Experience managing vendors in a BPO/Outsourcing partnership
  • In-depth experience working with SQL, Datawarehouse, and data visualization tools like Tableau/PowerBI/Looker/ThoughtSpot
  • Strong analytical skills and quantitative data analysis experience
  • Experience with Support tools like Service Cloud/Zendesk and Professional Services Automation tools like NetSuite/FinancialForce/Workday
  • Excellent executive communication and organization skills
  • Proven track record in managing, leading, and motivating teams
  • Experience in managing customer SLAs through workforce productivity and executing workforce management strategies
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
  • Influence design and requirements of Capacity Planning, Workforce management and Analytics solutions
  • 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 your team

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

9%

1 year growth

34%

2 year growth

46%