[Remote] Program Manager II, Workforce Capacity Planning (Contract)

Note: The job is a remote job and is open to candidates in USA. Pinterest is seeking a Workforce Management professional for the role of Program Manager II in Workforce Capacity Planning. This role involves owning real-time, short-term, and long-term capacity planning for specialized cross-functional teams, requiring collaboration across various departments to support user safety and platform integrity.

Responsibilities

• Manage and process capacity requests received through Jira from XFN teams
• Track and continuously update headcounts by team, location, and skillset for both internal and BPO staff
• Perform demand analysis, ensuring an understanding of volume and AHT fluctuations and changes
• Create and update week-over-week capacity plans to allocate staff to forecasted demand, flagging any gaps in coverage, and providing recommendations to solve
• Utilize excess staff by maintaining a steady pipeline of ad-hoc work
• In partnership with the Vendor Management teams, work directly with our BPOs to align on productivity and scheduling expectations
• Queue governance: ensure queues are categorized correctly and assigned to the correct skill groups, making changes and updates as needed
• Provide live-monitoring of BPO throughput and real-time WFM support during incidents and escalations, as well as in XFN slack channels
• Attend XFN meetings and weekly BPO business reviews, capturing relevant content to share out with the broader WFM team
• Present capacity updates to leadership and XFNs
• Log incidents and issues affecting staffing and workload
• Support the annual budget process by creating long-range staff plans 1+ year out
• Run capacity and footprint scenarios to increase efficiency and optimize staff / cost
• Adjust the AHT forecast based on staff tenure & skill level
• Perform RCA of variance to capacity forecast and misses in productivity and TAT targets
• Align BPO schedules to daily and interval-level demand
• Leverage our AI tools to design, accelerate, and simplify processes
• Other duties as assigned to support the WFM function

Skills

• 4+ years of Workforce Management experience, specifically in short-term and long-term capacity planning for back-office / non-voice operational teams
• 4+ years of process management and improvement experience
• Thorough understanding of capacity math (turning workload into FTE requirements), and workforce metrics (AHT, Shrinkage, TAT, MAPE, Occupancy, etc.)
• Proficiency Google Suite: docs, sheets, charts, complex formulas, connecting and importing data
• Meticulous attention to detail is required to maintain a high bar of quality
• Comfortable and confident presenting in front of leadership and large audiences + working directly with BPOs
• Ability to navigate ambiguity and maintain high productivity in a startup environment where tools and processes are not yet established
• Proficiency in Slack functionality with ability to manage intraday requests and communications from a large number of slack channels
• Situational task management skills: able to work under pressure in a fast-paced environment while pivoting quickly to changing priorities
• Experience with backlog forecasting
• Trust & Safety experience
• WFM real-time / live support experience
• SQL
• Experience working in Zendesk

Benefits

• 100% Remote US
• W2 Contract through end of the year- high potential to be extended or converted to FTE

Company Overview