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 Strategic Capacity Planning Specialist 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.

• Develop and maintain capacity planning models to forecast resource requirements
• Leverage forecasting techniques to analyze historical data and market trends, predicting future capacity needs and enabling informed planning decisions
• 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
• Integrate data from multiple SQL databases to automate reporting processes and streamline data collection for capacity planning and forecasting purposes
• 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:
• Bachelor degree in Statistics, Mathematics, Data Analytics, Computer Science, Business or Economics
• 7+ years experience in capacity planning for medium to large organizations, workforce management for internal and outsourced workforce (BPO)
• Strong SQL skills, with experience in data integration and automation for process optimization, Tableau or comparable tools knowledge to perform data analysis independently
• Excellent communication & presentation skills
• Outsourcing knowledge
• Nice to haves:
• Financial/Budgeting Background

WFM Tools knowledge