Staff Workforce Planning Analyst

Intuit, Inc.; San Diego (CA); On-site; USD 151,000 - 204,000; Full time

Job summary

Intuit, Inc. is seeking a Capacity Planning Analyst to optimize headcount and hiring plans for its GBSG business, balancing customer experience, employee experience, and cost effectiveness.

The role involves mitigating capacity risks, partnering with product, service delivery, talent acquisition, and finance teams, and driving global planning initiatives. Ideal candidates have 8+ years in capacity planning and project management, are proficient in Excel and SQL, and excel at communicating

Qualifications

• 8+ years of direct experience in Capacity Planning or Labor Modeling
• 8+ years in program/project management
• Experience utilizing Excel and SQL
• Excellent storytelling skills to articulate impact and options to senior leaders
• Ability to work in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Exceptional influencing and leadership skills
• BS in Computer Science, Information Systems, Statistics, Finance/Accounting, or equivalent practical experience

Responsibilities

• Create optimized headcount and hiring plans for Intuit’s GBSG business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Mitigate capacity risks by managing dependencies across multiple business units and supply models; communicate dependencies and manage exceptions
• Partner with internal technology teams on new initiatives, including launch of new internal planning tools
• Participate in new projects and initiatives such as new product, skill, and contact channel roll-outs on a global basis
• Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand
• Manage analyses of daily, weekly, and monthly reporting of contact center performance via KPIs
• Support Service Delivery & Operational teams to optimize staffing requirements
• Lead global process standardization initiatives
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders

Skills

Excel

SQL

Leadership

Influencing

Storytelling

Education

BS in Computer Science, Information Systems, Statistics, Finance/Accounting, or equivalent practical experience

Job description

Intuit's Modern Ops Expert Planning team is looking for a Capacity Planning Analyst who is passionate about the customer experience, who thinks/acts cross functionally, and who will contribute to major innovations in operations. The ideal candidate will possess both an optimization background that enables them to manage capacity planning, and a demonstrated ability to think broadly and strategically about impacts to Capacity Plans for new initiatives such as product and project roll-outs on a global basis. The successful candidate will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize supply planning and hiring decisions.

The successful candidate will partner with Product Teams, Service Delivery, Partner Management, Talent Acquisition, and Finance leadership.

Responsibilities

• Create optimized headcount and hiring plans for Intuit’s GBSG business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Mitigate capacity risks by managing dependencies across multiple business units and supply models. Clearly communicate dependencies and manage/track exceptions.
• Partner with internal technology teams on new initiatives, including launch of new internal planning tools.
• Participate in new projects and initiatives such as new product, skill, and contact channel roll-outs on a global basis.
• Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
• Support Service Delivery & Operational teams to optimize staffing requirements.
• Lead global process standardization initiatives.
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.

Qualifications

• 8+ years of direct experience in Capacity Planning or Labor Modeling
• 8+ years in program/project management
• Experience utilizing Excel and SQL
• Experience translating capacity plans and key performance indicators as well as recommendations to senior leaders Excellent Storytelling skills to clearly articulate the From and To and business impacts
• Ability to work successfully in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Exceptional influencing and leadership skills
• BS in Computer Science, Information Systems, Statistics, Finance/Accounting, or equivalent practical experience

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

The expected base pay range for this position is:
San Diego $151,000 - $204,000
San Diego, CA $151,000- $204,000