Sr. Strategy & Operations Manager, Workforce Planning

Pinterest

About Pinterest:

Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.

Creating a life you love also means finding a career that celebrates the unique perspectives and experiences that you bring. As you read through the expectations of the position, consider how your skills and experiences may complement the responsibilities of the role. We encourage you to think through your relevant and transferable skills from prior experiences.

The Trust and Safety team is fundamental to providing a safe and fair experience for Pinners, ensuring enforcement teams apply Pinterest’s Trust and Safety policies reasonably and accurately. We are looking for a Sr. Strategy & Operations Manager, focused on Resource Planning & Workforce Analysis within the Trust & Safety org to analyze and forecast operational data to create detailed workload models, as well as provide actionable staffing insights, optimize day to day operations, and drive process improvements. This includes identifying and recommending solutions to improve overall operational efficiency that focuses on meeting service level agreements.

What you’ll do:

  • Develop, test and implement forecasts for both reactive and proactive contact volume, handling time, shrinkage and other workforce related metrics based on trends and understood business drivers
  • Create and maintain capacity planning models for short-term and long-term forecasts
  • Determine headcount recommendations and hiring needs for Trust & Safety teams
  • Oversee development and evaluation of agent schedules to meet operational goals
  • Monitor intra-day schedules and queue performance to optimize resources and achieve goal of providing consistent and timely service
  • Deliver accurate and well-timed reports/dashboards that provide actionable insights
  • Organize and maintain detailed records of operational data such as service level, response time, etc.
  • Report headcount trends such as hiring, tenure, attrition, internal transfers, etc.
  • Document standard procedures, ensuring clarity and consistency in operations
  • Collaborate and communicate effectively with internal stakeholders, such as product, engineering, vendor management, legal, operations, finance and other teams on headcount and capacity planning to ensure smooth execution of capacity planning processes
  • Investigate results that do not align with expectations and share insights on appropriate corrective action that will strengthen business performance
  • Prepare and lead instructional and educational presentations
  • Drive improved budget and capacity management and decision-making processes through the delivery of robust business tools, processes and data

What we’re looking for:

  • 4+ years of relevant experience in capacity planning or financial reporting
  • Excellent communication skills and the ability to clearly communicate messages that link business issues, financial results, and strategy
  • Demonstrated ability to effectively analyze and interpret relevant business and resource information and data to support decision-making processes with experience in supporting labor forecasting, budgeting and resource modeling
  • Superior attention to detail and ability to successfully manage multiple competing priorities while maintaining a view of the big picture
  • Experience using project and/or resource management systems and reporting applications (e.g., NICE, Verint, Genesys, Planisware, ProModel Portfolio Simulator, etc.)
  • Proficiency in Excel (vlookups, pivot tables, complex functions)
  • Knowledge of workforce management principles & methodologies

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