Sr. Manager, Workforce Planning (Starlink Customer Success)

TL;DR

Sr. Manager, Workforce Planning (Starlink Customer Success): Leading a team to manage forecasting, staffing models, and scheduling for customer support operations with an accent on meeting service level agreements and operational efficiency. Focus on leveraging data for decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand and team performance.

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

Salary: $160,000.00 – $205,000.00/per year

Company

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

What you will do

• Lead and develop a team of planners and analysts to manage all aspects of the workforce planning program.
• Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans.
• Partner with the Customer Success engineering team to develop workforce planning tools and applications.
• Determine and set aggressive goals for customer support service levels and manage project priorities.
• Partner with cross-functional engineering and growth teams to forecast short and long term customer demand for support.
• Oversee the creation and management of dashboards that track key performance indicators (KPIs) and provide actionable insights for operational efficiency improvements.

Requirements

• US citizen or national, U.S. lawful, permanent resident, Refugee, or Asylee due to ITAR regulations.
• Bachelor's degree in mathematics, data science, physics, or an engineering discipline; OR 10+ years of professional experience in workforce management or capacity planning.
• 8+ years of experience as a workforce planning leader within a technical customer support and/or customer success organization.
• 3+ years of experience in a leadership role with direct reports.
• 3+ years of experience with SQL and creating/managing dashboards using data visualization tools (e.g., Tableau, Power BI, Looker).

Nice to have

• Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount).
• Strong programming/software fundamentals, including SQL and Python.
• Experience routinely presenting to and steering executive-level audiences and strategic direction.

Culture & Benefits

• Competitive annual salary with potential for long-term incentives (company stock, stock options, or long-term cash awards) and discretionary bonuses.
• Comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan.
• Short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks.
• Accrue 3 weeks of paid vacation and eligible for 10 or more paid holidays per year.
• Company shuttles offered for roundtrip travel from select Seattle locations to the hirify.global Redmond office Monday to Friday.