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Sr. Workforce Planning Manager - Global (Remote, North America)

Employer
Shopify
Location
Canada
Closing date
5 Mar 2021

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Job Details

There are quite a few things that go into making our entire support team a well oiled machine. Workforce Planning is one area that plays a significant part in the success of our support team and due to continued growth we are looking for an expert Workforce Planning Global Lead to join our team.

Reporting into one of the Senior Leads within Workforce Planning, you will be responsible for representing the Workforce Planning craft strategically within the Global teams you support. In this critical role, you will provide thought leadership including sharing your insight and guidance with our Operational partners on all areas covered by the Workforce Planning department aimed at positively improving their experience with Workforce Planning and driving results. You will be working closely with the functional team and Workforce Planning Leads (Forecasting, Scheduling, Real Time, Scheduling Support). You will also partner with the Sr. Regional Workforce Planning Leads to ensure we successfully align and deliver in all disciplines in all areas around the world. Partnering with others on strategic initiatives including making recommendations for future growth is an important part of this role. You enjoy problem solving and utilizing data to help shape your decisions. You are a strong and confident communicator when it comes to sharing your craft, assessing impact and gaining buy in. Successful candidates in this role will regularly meet with their key stakeholders, will be adept at building relationships built on mutual trust and holding strong opinions loosely. Regular meetings with all levels of management within Operations and Workforce Planning will be your norm as you focus on strategy and partner with the other Workforce Planning Senior Leads focusing on execution. Also, you really should enjoy jigsaw puzzles because this is a giant one on a global scale!

We want someone who can take a blank page and run with it. We are building for the future and you will have an amazing opportunity to strengthen the Workforce Planning global experience within Shopify.

You'll need to understand:
  • Workforce Management Systems and methodologies.
  • How to assess impact of Workforce Planning decisions within key projects.
  • How to read and interpret hiring and capacity plans.
  • Importance of relationship building in a high growth environment.
  • Impact of making decisions in a changing environment.
  • How to tell a story, what happened and why? Partner with respective resources to take appropriate action as a result.
  • The complexities of future looking assumptions.

What you'll be doing:
  • Your primary focus will be representing the Workforce Planning team within the Global model as a thought leader representing the strategic arm within Workforce Planning.
  • Liaising with Operational leaders at all levels (including VP, Director, Sr. Lead, Lead etc.) not just within the Support group.
  • Liaising with the Sr Regional Workforce Planning Leaders to ensure alignment across the Global Workforce Planning team.
  • Represent Workforce Planning within various projects providing exceptional leadership and clear direction for all stakeholders.
  • Communicate frequently providing regular status updates to ensure awareness and alignment of priorities.
  • Identify opportunities for continuous improvement within the field and relay findings to the Workforce Planning functional leaders responsible for Execution. Partner on actions to improve where needed.
  • Conflict resolution if/when it surfaces. Regularly provide two-way feedback within your circle of influence and identify opportunities for improvement.
  • Partner with Workforce Planning Leaders within Forecasting, Scheduling and Real Time Optimization areas to ensure our customers (Support Advisors, Leads, BPO partners and others) are satisfied with our support.
  • Be fluent with the hiring and capacity plans within the Global Region you support and in the event of discrepancies, partner with the key resource(s) to resolve any gaps.
  • Track, analyze, report, and communicate on Global Region or group(s) performance through varying data sources.
  • Consistently compare projections to actuals and communicate to key stakeholders and be prepared to course correct as necessary.
  • Support functional Workforce Planning Leaders with key rollouts within the Global Region and address any corresponding impacts that may affect other teams (Regional etc.).
  • Offer strategies for dealing with planned and unplanned shrinkage within your Global Region.
  • Attend any meetings on the topics of: staffing review, forecast and scheduling analytics, performance - forecasted and actual, efficiency, load and capacity, risk identification focusing on your Region or group(s).


Qualifications

  • Strongly preferred: Solid operational understanding in a frontline support capacity with experience working in an environment that favours and promotes structure, impact, projects etc.
  • Deep experience within the overall Workforce Planning craft supporting multiple functions: Forecasting, Capacity Planning, Scheduling and Real Time.
  • Optimization, ideally with global reach spanning many time zones in a contact or support centre environment and confidence to build our craft within Shopify.
  • Strong ability to communicate key Workforce Planning concepts amongst both Workforce Planning and non-Workforce Planning Leads and be able to gauge respective impact to our business.
  • Identify creative strategies for finding solutions to improve Workforce Planning support.
  • Strong relationship building skills
  • A keen eye towards identifying risk. You're able to see when there are factors that will likely cause a dip in service excellence.
  • Prepare and deliver dynamic presentations using data and analytics to tell a compelling story.
  • Comfort working independently while maintaining a strong sense of awareness for when to seek input or critical feedback from others.
  • A strong sense of urgency around your work, investment in the team, the company and Shopify merchants, and the ability to hold yourself accountable to the highest standard of excellence.


If you are excited about this opportunity, click on "Apply" and be sure to include in your cover letter why you feel this is the perfect role for you at this time.

Closing Date: March 5th, 2021 12am EST

Location: Open to all regions in Canada and some additionalregions in theUnited States.

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

Company

With a comprehensive set of industry-leading tools, Shopify has helped over 1,000,000 people in 175 countries take control of where they take their businesses. Headquartered in Ottawa, Canada, Shopify has worked with brands like Unilever, Kylie Cosmetics, Allbirds and countless others that started with nothing but an idea, a passion, or a purpose. We build products that help entrepreneurs around the world start and grow their businesses. As a workplace, we challenge and support you to hone your craft and make an impact. Visit our careers page for opportunities: https://www.shopify.com/careers

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