Director, Capacity Planning & Workforce Management OPS & Analytics (Support & Services)

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

Klaviyo is looking for a Director of capacity Planning & Workforce Management OPS & Analytics (Support & Services) to join our growing Customer Success Operations function. In this role, you will report to the Sr. Director Customer Success & Support OPS & Analytics, partnering closely with Customer Success and Support leadership to lead and own Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling, Analytics & Insights, Target and SLA attainment analysis, and closed-loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers. 

The ideal candidate has strong skills and experience in analytics, technology, and capacity planning/workforce management for a Global 24x7 Support and Services organization. In this position, you will be responsible for supporting our global and regional team of Capacity planners, Workforce schedulers, Real-Time scheduling analysts, and vendor partners for the rapidly expanding Support and Services organizations. The role requires the ability to work with a variety of key stakeholders across job functions on a worldwide basis including key Support and Services global and regional leaders, regional HR business partners, regional recruiting teams, and partners in Operations, Analytics, Business Intelligence, and Engineering Operations.

The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on creating solutions for our customers with exceptional relationship management with senior and executive stakeholders and partners

How you will make a difference:

• Lead and own Support Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling and closed loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers:
• Demand Forecasting: Analyzing historical data and trends to predict future customer support needs and call volume at regional, product, shift level accuracy meeting support SLA goals
• Staffing Requirements: Determining the number of support agents required to meet the forecasted demand, considering factors like service level goals and response time targets.
• Scheduling: Creating efficient work schedules that match agent availability with peak demand hours and minimize overstaffing or understaffing. Agree and establish benchmarks with leadership on errors in addressing peak demand hours, monitoring and corrections
• Performance Metrics Monitoring: Proactively monitor established key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction to monitor and improve support team performance.
• Workforce Flexibility: Develop models and strategies to adapt to unexpected fluctuations in demand, such as call spikes or seasonality.
• Lead and manage Professional Services capacity planning and workforce scheduling
• Manage and own Support Analytics including scorecards, self-service dashboards, SLA measurement frameworks and outcomes, targets and attainment analysis
• Influence design and requirements of Capacity Planning, Workforce management and Analytics solutions in partnership with Systems, IT, Customer Success Analytics, Business Intelligence and Data Science while overseeing continuous innovation and communication to both your business stakeholders and other operations business partners
• Proactively partner and collaborate with senior business leaders and systems teams to recommend right tools and technology to efficiently handle customer inquiries, propose and evaluate improvements needed in ticketing systems, knowledge bases, and customer relationship management (CRM) software.
• Deliver plans for hiring and staffing across Customer Success and Support that will allow organization to scale to customer demand; partner with Strategy and Planning function for headcount submission and quarterly true-ups
• Partner with senior Business leaders, HR and recruiting to ensure alignment on headcount and staffing goa