We are looking for an experienced Program Manager specializing in workforce capacity planning to join our team in San Francisco, California. In this individual contributor role, you will oversee the development and execution of capacity planning strategies for various cross-functional teams across multiple geographies. This position requires strong collaboration with diverse stakeholders and plays a pivotal role in ensuring workforce optimization and operational efficiency. As a long-term contract role, this opportunity offers high visibility and significant impact within the organization.<br><br>Responsibilities:<br>• Manage capacity requests received via Jira, ensuring timely processing and tracking.<br>• Maintain and regularly update headcounts by team, location, and skillset for both internal and external staff.<br>• Create and refine weekly capacity plans to align staffing with forecasted demand, identifying and addressing coverage gaps.<br>• Optimize workforce utilization by developing pipelines for ad-hoc assignments.<br>• Oversee queue governance, ensuring proper categorization and assignment to relevant skill groups.<br>• Provide real-time support during incidents and escalations, including participation in Slack channels and team meetings.<br>• Document incidents and productivity issues affecting staff performance and operational efficiency.<br>• Support annual budget planning by developing long-term staff projections and running efficiency scenarios.<br>• Adjust forecasts based on factors like staff tenure and skill levels to optimize workforce planning.<br>• Collaborate with cross-functional teams to improve processes and address variances in capacity forecasts.

• Minimum of 3 years of experience in workforce management, with expertise in short-term and long-term capacity planning for non-voice and exempt teams.<br>• Proven proficiency in managing capacity models using Excel or Google Sheets, including advanced formulas and data analysis.<br>• At least 3 years of experience in process management and improvement.<br>• Strong situational task management skills, capable of thriving in a fast-paced and dynamic environment.<br>• Ability to effectively navigate ambiguity while maintaining high productivity levels.<br>• Advanced knowledge of Excel and Google Sheets, including the ability to create charts and graphs.<br>• Experience with tools like Jira and familiarity with vendor management processes.<br>• Strong communication skills to collaborate across diverse teams and stakeholders.

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