Remote Strategic CS Workforce Architect & Capacity Planner

Applied Labs; Northern (KY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote-first workplace

Competitive Salary

Health, Vision & Dental Insurance

401K with company match

Job summary

Ashley Digital is seeking a Customer Success Workforce Planning Manager to own long-term staffing strategy, forecast demand, and build scalable models that optimize customer experience and labor investment. You will partner with AI, data, and CS leadership to translate business priorities into actionable plans.

You will drive budgeting, headcount planning, and scenario analysis across multi-channel CS operations, delivering dashboards and proactive staffing recommendations.

Qualifications

• 5+ years of CS Workforce Management experience with capacity planning, strategic workforce planning, forecasting or analytics.
• Experience supporting multi-channel customer success operations (voice, chat, email, SMS).
• Experience pulling data with SQL and building own reporting.
• Advanced knowledge of workforce planning methodologies and headcount planning.
• Experience developing workforce models translating forecasts into staffing and investments.
• Experience forecasting impacts from automation or AI adoption.
• Experience with Intercom and Fin AI preferred.
• Strong analytical and problem-solving skills with data-driven insights.
• Experience building scenario models and what-if analyses.
• Advanced Excel/Sheets skills including PivotTables and modeling.
• Experience with WFM platforms and BI visualization tools.
• Strong communication and executive presentation abilities.

Responsibilities

• Own long-term workforce planning and capacity strategy across CS channels.
• Develop models translating demand into staffing and investments.
• Run scenario planning for demand, productivity, AI adoption and channel mix.
• Collaborate to align workforce planning with AI, data, and business priorities.
• Support budgeting, headcount forecasting and hiring strategies.
• Analyze workforce performance and identify risks and optimization opportunities.
• Create executive dashboards showing workforce health and capacity.
• Conduct root-cause analyses on variances and recommend improvements.
• Drive continuous improvement in planning methodologies and automation.

Skills

Workforce planning

Capacity planning

Forecasting

Data analytics

SQL

Excel advanced

BI tools

Communication

Cross-functional

Tools

Looker

Tableau

Power BI

NICE IEX

Assembled

Job description

Ashley Digital is seeking a Customer Success Workforce Planning Manager to own long-term staffing strategy, forecast demand, and build scalable models that optimize customer experience and labor investment. You will partner with AI, data, and CS leadership to translate business priorities into actionable plans.

You will drive budgeting, headcount planning, and scenario analysis across multi-channel CS operations, delivering dashboards and proactive staffing recommendations.