Must be ONSITE in Boston, MA (Monday-Thursday)

Our diverse and talented Global WFM team is seeking a skilled and dedicated Senior Capacity Planning Manager to join our team and play a key role in shaping our continued success. As a Senior Capacity Planning Manager, you'll ensure our operations are optimized to their full potential. You will collaborate closely with cross-functional teams, including Operations, Recruitment, and Finance, to plan capacity requirements, allocate resources effectively, and enhance the overall efficiency of our operations. Your meticulous planning and insights will enable us to scale our services seamlessly, delight our clients, and stay ahead in a competitive market.

As part of your role you will assess and develop detailed capacity requirements and provide strategic and tactical solution recommendations for any capacity issues that we may face. You will work closely with the wider WFM team to provide a comprehensive end to end resource planning process to achieve the best customer outcomes. 

What You’ll Do

• Managing the entire life cycle of the capacity plan, working with functions such as; recruitment, training, tech and change management etc.
• Develop robust requirements for various queue and channel groups including a detailed understanding of all workload types and demand drivers within these operational areas. 
• Collaborating with various stakeholders to understand business requirements and translating them into WFM capacity plans
• Continuously monitor and evaluate key performance metrics to identify optimisation opportunities
• Timely maintenance of the plan, tracking the actual results of all key planning assumptions and ensuring causes of deviation is understood and played through in future planning assumptions
• Provide insight and recommendations to Operational leaders to inform decision making, highlighting risks and opportunities
• Support the assessment of any activities proposed that affect demand, AHT or shrinkage. Calculating the impact these events will have on our customers and the service we offer
• Provide third party outsource providers with interval staffing requirements to support the overall customer experience
• Use weekly and monthly meetings with outsource partners to review previous weeks resource delivery and agree future week requirements including recruitment, shrinkage and any potential impact to resource delivery

What You’ll Need

• Bachelor degree
• 5+ years experience in WFM capacity planning
• Proven experience in WFM - covering a range of different industries, preferably in a global fast-paced and dynamic environment
• Strong understanding of WFM Planning & Delivery principles, WFM tools (Verint, Teleopti,IEX, Aspect, Blue Pumpkin) and scheduling softwareBe a subject matter expert for all aspects of a rolling 18 month planning cycle, including understanding all key drivers that impact the planning assumptions
• Proficiency in data analysis and interpretation with ability to make data-driven scheduling decisions
• Advanced Excel skills and experience using SQL and GBQ
• Strong communication and interpersonal skills to collaborate effectively with diverse teams
• High attention to detail and the ability to work under pressure and tight deadlines

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.