Capacity Planning Manager (All Genders)

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THE ROLE & THE TEAM

As our Capacity Planning Manager, you will play a vital role in ensuring our customer care operations are perfectly aligned with anticipated demand. Leveraging existing forecasts, you will develop and implement robust capacity plans across our internal teams and external partners in a large-scale, multi-site structure. Your analysis and planning will be crucial in maximizing efficiency, mitigating risks, and enhancing our overall customer experience.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce—one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. Please avoid including your picture, age, and marital status in your CV.

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need so we can support you throughout the hiring process.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Develop comprehensive capacity plans for our extensive customer care network, ensuring optimal resource allocation.
• Maintain and review data related to capacity, performance metrics, efficiency recommendations, operational risks and opportunities, and trends to improve our planning processes.
• Design, build, and maintain dashboards that visualize key performance indicators and capacity metrics for stakeholders.
• Identify new methodologies, strategies, and opportunities to optimize capacity planning, contributing to cost reduction and efficiency gains.
• Communicate effectively with service providers regarding capacity plans, hiring needs, and volume trends.
• Bachelor’s degree or equivalent and at least 2 years of experience in capacity planning, scheduling, workforce management, or related analyst roles.
• Proficiency in data visualization tools such as Microstrategy, Tableau, or Power BI.
• Advanced skills in Excel and Power Query for managing and analyzing large datasets.
• Knowledge of SQL is a significant advantage.
• Strong analytical mindset to interpret and challenge forecasts and translate them into practical plans.
• Excellent communication skills and ability to thrive in an intercultural environment. Fluency in English is essential; proficiency in German and other languages is a plus.

OUR OFFER

Zalando offers a range of benefits. Ask your Talent Acquisition Partner for more details.

• Employee shares program
• Discounts on fashion and beauty products, Lounge by Zalando, and external partners
• Two paid volunteering days per year
• Hybrid working model with up to 60% remote work
• Work from abroad for up to 30 days a year
• 27 days of vacation for full-time employees
• Relocation assistance (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options, including Wellhub
• Mental health support and coaching
• Development opportunities through training and peer reviews

Please complete all applications via the online form. We do not accept email applications. Our recruiters will contact you through an official Zalando email (@zalando.de). We also work with headhunters and agencies but will never ask for payment for applying or interviewing. For questions about our process, visit our FAQ page.