Manager, Workforce Planning (Starlink)

TL;DR

Manager, Workforce Planning (Starlink): Leading a team to manage forecasting, staffing models, and scheduling for global customer support, with an accent on ensuring service level agreements and operational efficiency. Focus on using data analysis to drive decision-making and developing workforce planning tools.

Location: This role will be based onsite in Hawthorne, CA - remote work not considered.

Salary: $130,000.00–$180,000.00/per year

Company

hirify.global is developing technologies to enable human life on Mars, with Starlink providing high-speed broadband internet globally.

What you will do

• Lead and develop a team of workforce planners and analysts.
• Develop staffing models for highly variable demand inputs.
• Partner with engineering to develop workforce planning tools and applications.
• Determine and set goals for customer support service levels and manage project priorities.
• Forecast short and long-term customer demand for support.
• Oversee the creation and management of dashboards to track key performance indicators.
• Provide actionable insights for operational efficiency improvements.
• Collaborate with internal recruiting and BPOs for global staffing alignment.

Requirements

• Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics; OR 8+ years of professional experience in workforce management or capacity planning.
• 5+ years of experience as a workforce planning leader within a technical customer support and/or customer success organization.
• Experience with SQL and creating/managing dashboards using data visualization tools (e.g., Tableau, Power BI, Looker).
• 3+ years of experience in a leadership role with direct reports.
• Must be able to work extended hours and/or weekends as needed.
• This role will be based onsite in Hawthorne, CA.
• Applicant must be a U.S. citizen or national, U.S. lawful permanent resident, Refugee, or Asylee, or be eligible to obtain the required authorizations from the U.S. Department of State (ITAR).

Nice to have

• Strong project management and self-directed prioritization skills.
• Experience forecasting and capacity planning for a globally distributed team (FTE and BPO).
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management.
• Exceptional ability to communicate technical concepts to non-technical audiences.
• Experience managing a third-party (BPO) vendor that provides customer support services.
• Strong programming/software fundamentals, including SQL and Python.
• Experience routinely presenting to and steering executive-level audiences and strategic direction.

Culture & Benefits

• Comprehensive medical, vision, and dental coverage.
• Access to a 401(k) retirement plan.
• Short and long-term disability insurance, life insurance, and paid parental leave.
• Access to various other discounts and perks.
• Accrue 3 weeks of paid vacation and 10 or more paid holidays per year.
• Eligibility for long-term incentives (company stock, stock options, or long-term cash awards) and potential discretionary bonuses.