Workforce Capacity Planner

Found in: Talent IN C2 - 3 weeks ago

Bengaluru, India Stripe Full time

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

Stripe is building tools to help our Users to create and scale their businesses, and grow the GDP of the internet. The Workforce Management team at Stripe helps manage our growing support operations network of both internal and external resourcing by consulting on operational change initiatives, modeling support requirements, and managing workload and resource allocations for optimal User experience.

What you’ll do

As a Workforce Capacity Planner you will be playing a key role in designing and maintaining capacity planning models for one of our key user support verticals with a focus on user experience, budget, utilization and speed of answer to our users queries. You will be operating in a fast paced and energizing environment surrounded by top talents, where resilience and openness to feedback will be key to success.

Responsibilities

Develop and maintain capacity planning models to forecast resource requirements
Evaluate potential risks and opportunities of inputs into our model, to inform planning decisions
Monitor performance against planned capacity levels and adjusting plans as needed, while holding stakeholders accountable to accuracy of inputs into the plan
Collaborate with the vendor delivery team and stakeholders, to gather information and align planning efforts with Stripe business goals
Communicate planning results and recommendations to senior leadership and stakeholders
Serve as a strategic partner in our intake process, providing subject-matter expertise support for any requests affecting resourcing
Analyze data on production or service delivery to determine utilization rates and identify areas for improvement

We’re looking for someone who has:

7+ years in operations/workforce management for internal and outsourced workforce
SQL, Tableau or comparable tools knowledge to perform data analysis independently
5+ years experience in capacity planning for medium to large organizations 
Excellent communication skills

Nice to haves:

Project Management experience
WFM Tools knowledge
Outsourcing knowledge

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengalaru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

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