Customer Success (CS) Workforce Planning Manager

About the Role:

Exceptional customer experiences begin with exceptional workforce planning. As the Customer Success (CS) Workforce Planning Manager, you will own the long-term workforce strategy that enables Ashley Digital to ensure the organization has the right people, with the right skills, at the right time to meet customer demand while optimizing customer experience, operational efficiency, and labor investment. This role is responsible for translating business strategy into actionable workforce plans through forecasting, capacity modeling, labor analytics, and scenario planning. You’ll partner closely with the Director of AI, Data & Analytics, BPO partners, and CS leadership to align workforce strategy with business priorities, customer demand, operational performance, and long-term growth.

Success in this role isn’t measured solely by staffing accuracy but by your ability to influence business decisions, proactively identify workforce risks, optimize labor investments, and build scalable staffing strategies that support Ashley Digital’s continued growth.

What You’ll Be Doing:

• Own Ashley Digital’s long-term workforce planning and capacity strategy across all Customer Success channels.
• Develop workforce models and capacity plans that translate demand forecasts into staffing, hiring, and labor investment recommendations.
• Perform scenario planning to evaluate the impact of changes in customer demand, productivity, shrinkage, channel mix, business initiatives, and AI adoption.
• Collaborate with the Director of AI, Data, BPO partners, and Customer Success leadership to incorporate automation initiatives and business priorities into workforce planning assumptions.
• Support annual budgeting, labor forecasting, headcount planning, and hiring strategies.
• Analyze workforce performance, including staffing, occupancy, productivity, shrinkage, service levels, and labor utilization, to identify trends, risks, and optimization opportunities.
• Develop executive dashboards and strategic reporting that provide visibility into workforce health, staffing risks, capacity, and business performance.
• Conduct root cause analysis on staffing variances and provide data-driven recommendations to improve workforce performance.
• Drive continuous improvement through workforce planning methodologies, WFM process automation, analytics, and standardized planning practices.

The responsibilities described above are not exhaustive. You may be asked to perform other duties consistent with your skills and role.

What Success Looks Like:

• Deliver accurate workforce plans that align staffing capacity with forecasted customer demand and business priorities.
• Enable proactive hiring and labor planning decisions that minimize staffing risk while optimizing labor investments.
• Develop scalable workforce models that incorporate demand forecasts, AI adoption, productivity, and business growth.
• Influence strategic business decisions through data-driven workforce insights and executive recommendations.
• Improve workforce planning accuracy through scenario modeling, forecasting, and continuous process improvement.
• Forecast the impact of AI adoption on human support demand to support effective staffing and capacity decisions.
• Build trusted partnerships across Customer Success, AI, Data, Finance, and BPO leadership to support workforce strategy.
• Apply sound, independent judgment and discretion on matters of substantial importance to the company.

Skills & Qualifications:

• 5+ years of Customer Success Workforce Management experience with significant expertise in Capacity Planning, Strategic Workforce Planning, Workforce Forecasting, or Workforce Analytics within a fast-paced e-commerce customer experience environment.
• Experience supporting multi-channel customer support operations, including voice, chat, email, SMS, and digital messaging.
• Experience with SQL (preferably PostgreSQL) and comfort pulling your own data and building your own reporting.
• Advanced knowledge of workforce planning methodologies, including capacity planning, long-term & short-term forecasting, staffing models, Erlang principles, occupancy, shrinkage, productivity planning, and headcount planning.
• Experience developing workforce models that translate business forecasts into staffing, hiring, and labor investment recommendations.
• Experience forecasting workforce impacts related to automation, AI adoption, or operational changes.
• Experience with Intercom and Fin AI preferred.
• Strong analytical and problem-solving skills with the ability to synthesize large datasets into strategic business recommendations.
• Demonstrated experience building scenario models and conducting what-if analyses.
• Advanced Excel or Google Sheets skills, including complex formulas, PivotTables, Power Query, and workforce or financial modeling.
• Experience with workforce management platforms such as Assembled, NICE IEX, Verint, Calabrio, Genesys WFM, Aspect, or equivalent.
• Experience using BI and visualization tools such as Looker, Tableau, Sigma, or Power BI.
• Strong communication and executive presentation skills with experience influencing senior leadership through data-driven recommendations.
• Experience partnering cross-functionally with Customer Success, Finance, AI/Data teams, Talent Acquisition, and BPO partners.
• Experience supporting labor planning, annual budgeting, and headcount forecasting.
• Knowledge of workforce optimization, automation, and AI concepts and their impact on workforce planning.