VP, Enterprise Capacity Planning & Forecasting

TL;DR

VP, Enterprise Capacity Planning & Forecasting: Lead enterprise-wide capacity planning and forecasting modernization across servicing, collections/recovery, and complaints with an accent on probabilistic, scenario-based, and AI-enabled planning. Focus on building recommendation-driven models that quantify tradeoffs across operational KPIs, compliance obligations, customer outcomes, and financial performance.

Location: West Chester, OH

Salary: 130,000.00 - 210,000.00 USD Annual

Company

hirify.global is a financial services company.

What you will do

• Own enterprise-wide capacity planning and forecasting across Servicing, Collections & Recovery, and Complaints with consistent standards, definitions, and governance.
• Modernize planning processes and operating rhythms using process redesign, automation, tooling, and scalable cadence (weekly/monthly/quarterly).
• Transition from deterministic forecasts to probabilistic forecasts and scenario planning using macroeconomic drivers, real-time operational signals, and risk ranges.
• Build recommendation-driven planning models that produce clear actions (staffing changes, redeployment, vendor/augmented staffing, overtime, training throughput) with quantified impacts and confidence ranges.
• Link capacity decisions to operational KPIs and outcomes (e.g., ASA/abandon, AHT/productivity, quality, complaint cycle time, contact effectiveness, roll rates, cure rates, recovery income) while balancing service, compliance, and cost-to-serve.
• Define and operationalize an AI-enabled capacity planning roadmap, including quantifying the impact of automation and AI agents on workload, productivity, skill requirements, and enterprise capacity needs.

Requirements

• Bachelor’s degree; or 14+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO).
• 10+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments.
• Demonstrated experience modernizing planning processes and operating models (standardization, automation, governance, adoption).
• Strong analytical background with probabilistic forecasting and scenario planning, and ability to translate analytics into executive recommendations.
• Proficiency with analytics tools and data environments (e.g., Python/R/SAS/SQL) and BI tools (Power BI/Tableau).
• Ability and flexibility to travel for business as required.

Culture & Benefits

• Flexible work model: option to work from home near a hub or come into offices; commute to the nearest hub for in-person engagement (regular business/team meetings, training, and culture events).
• Annual bonus eligibility based on individual and company performance.
• Salary adjustments according to market in CA, NY Metro, and Seattle.
• Inclusive culture with Employee Resource Groups (ERGs) supporting community and learning.
• Legal authorization to work in the U.S. required; no visa sponsorship for this role.

Hiring process

• Application review and consideration for employment without regard to protected characteristics.
• Onboarding includes drug test, background investigation, and fingerprints.