Responsibilities
- Design staffing models that adapt to fluctuating demand and enable efficient workforce planning
- Collaborate with engineering teams to build workforce planning tools for internal customer support platforms
- Create forecasting models, staffing plans, and queuing methods to achieve high customer service standards
- Work with engineering and growth teams to predict near-term and future customer support needs
- Manage the development of dashboards tracking key metrics such as response times, productivity, and staffing levels
- Deliver data-informed recommendations to enhance operational efficiency in support operations
- Coordinate with recruiting teams and third-party vendors to align global staffing and performance strategies
- Promote data-centric decision-making within the customer support organization
Work Arrangement
On-site
Other
- Must be available to work extended hours or weekends when necessary
- Occasional travel may be required
- Position is based in Bastrop, TX and requires on-site presence; remote work is not an option
- Applicant must be a U.S. citizen, lawful permanent resident, refugee, or asylee, or eligible to obtain required authorizations from the U.S. Department of State to comply with U.S. export regulations
