Member Success Operations Manager, Workforce & Capacity

The Role: 

The primary responsibility of the Member Success Operations Manager will be to create, maintain, and validate ongoing capacity planning analyses informed by supply-side and demand-side variables. You will inform and propose hiring recommendations to assist Member Success leaders with short, mid, and long-term resource planning. In addition, you will create and implement strategies that support our continued effort to develop resource modification solutions across all aspects of our staff's utilization and productivity.

This position requires you to be adaptable in a fast-paced and fast-growing environment, have strong communication skills, be a seasoned problem-solver, and have practical presentation skills to articulate your data-driven findings. You must be able to work within deadlines and have the flexibility to support special projects as needed. As well as, you will need to be willing and able to travel into Des Moines, Iowa on a quarterly basis. 

The key responsibilities include working cross-functionally to define problem statements, collecting data, building models, and articulating staffing recommendations to leaders within the Member Success organization and other CX leaders. You will analyze market data and current business trends to identify revenue opportunities, process improvements, staffing efficiencies, and cost reduction. Additionally, you will own short, mid, and long-term headcount requirements by site/agent/function within all contact centers and provide business analytics and data gathering to support detailed Capacity & Workforce Plans modeling. You will work with various stakeholders to define, create, and report on relevant metrics for measuring and monitoring the business and influencing decisions.

The Team: 

As a member of the fast-growing CX Operations team at Carrot, you’ll collaborate with various departments, like Business Intelligence, Customer Success, and Member Success to perform ongoing capacity and staffing analyses. You will be reporting to the Sr. Director of Operations and gain exposure to all contact center staff who are supporting members’ phone calls, emails, and claims processing. We’re committed to fostering an inclusive work environment that promotes open communication, collaboration, and innovation, where all team members can thrive.

Minimum Qualifications:

• • 5+ years of experience in capacity planning or demand and supply management for a contact center with 100+ employees
  • Seasoned problem solver
  • Advanced Excel skills and the ability to manipulate and model large sets of data
  • Experience managing WFM software or tools (e.g., Tymeshift)
  • Effectively communicate complex information to a diverse group of business partners
  • Excellent written, verbal, and presentation skills
  • Ability to independently manage multiple tasks for multiple groups and work reliably in time-sensitive situations
  • Flexility to support special projects as needed
  • Demonstrates a high degree of personal accountability, passion, and execution
  • Experience working closely with senior support leaders, prior exposure to high-growth, fast-paced work environments

Preferred Qualifications:

• Experience working closely with senior support leaders, previous exposure to high-growth work environments
• Proficiency with Atlassian tools (e.g., Jira, Confluence)
• Proficiency with Zendesk
• Exposure and comfort using business-data tools (e.g., Domo, Looker)
• Flexible and able to change priorities quickly, capacity to manage multiple priorities

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $96,000-$126,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.