Customer Success Workforce Planning Manager

Ashley Digital is the e-commerce engine behind Ashley Furniture Industries, supporting digital shopping experiences for millions of customers. The Customer Success Workforce Planning Manager will own long-term workforce strategy across Customer Success channels through forecasting, capacity modeling, labor analytics, and scenario planning, while partnering with AI, Data, BPO, and Customer Success leaders to optimize staffing and labor investments.

Responsibilities:

• Own Ashley Digital's long-term workforce planning and capacity strategy across all Customer Success channels
• Develop workforce models and capacity plans that translate demand forecasts into staffing, hiring, and labor investment recommendations
• Perform scenario planning to evaluate the impact of changes in customer demand, productivity, shrinkage, channel mix, business initiatives, and AI adoption
• Collaborate with the Director of AI, Data, BPO partners, and Customer Success leadership to incorporate automation initiatives and business priorities into workforce planning assumptions
• Support annual budgeting, labor forecasting, headcount planning, and hiring strategies
• Analyze workforce performance, including staffing, occupancy, productivity, shrinkage, service levels, and labor utilization, to identify trends, risks, and optimization opportunities
• Develop executive dashboards and strategic reporting that provide visibility into workforce health, staffing risks, capacity, and business performance
• Conduct root cause analysis on staffing variances and provide data-driven recommendations to improve workforce performance
• Drive continuous improvement through workforce planning methodologies, WFM process automation, analytics, and standardized planning practices

Requirements:

• To be considered for this remote opportunity, you must reside and be authorized to work within the United States
• 5+ years of Customer Success Workforce Management experience with significant expertise in Capacity Planning, Strategic Workforce Planning, Workforce Forecasting, or Workforce Analytics within a fast-paced e-commerce customer experience environment
• Experience supporting multi-channel customer support operations, including voice, chat, email, SMS, and digital messaging
• Experience with SQL (preferably PostgreSQL) and comfort pulling your own data and building your own reporting
• Advanced knowledge of workforce planning methodologies, including capacity planning, long-term>short-term forecasting, staffing models, Erlang principles, occupancy, shrinkage, productivity planning, and headcount planning
• Experience developing workforce models that translate business forecasts into staffing, hiring, and labor investment recommendations
• Experience forecasting workforce impacts related to automation, AI adoption, or operational changes
• Strong analytical and problem-solving skills with the ability to synthesize large datasets into strategic business recommendations
• Demonstrated experience building scenario models and conducting what-if analyses
• Advanced Excel or Google Sheets skills, including complex formulas, PivotTables, Power Query, and workforce or financial modeling
• Experience with workforce management platforms such as Assembled, NICE IEX, Verint, Calabrio, Genesys WFM, Aspect, or equivalent
• Experience using BI and visualization tools such as Looker, Tableau, Sigma, or Power BI
• Strong communication and executive presentation skills with experience influencing senior leadership through data-driven recommendations
• Experience partnering cross-functionally with Customer Success, Finance, AI/Data teams, Talent Acquisition, and BPO partners
• Experience supporting labor planning, annual budgeting, and headcount forecasting
• Knowledge of workforce optimization, automation, and AI concepts and their impact on workforce planning
• Experience with Intercom and Fin AI preferred