Director of Work Force Management and Capacity Planning, Klaviyo
Support and Services
$184-276k
1+ day a week in office (San Mateo, CA)
Intelligent marketing automation powered by customer data
Job no longer available
Intelligent marketing automation powered by customer data
1001+ employees
Job no longer available
$184-276k
1+ day a week in office (San Mateo, CA)
1001+ employees
Company mission
To give online brands direct ownership of their consumer data and interactions, empowering them to turn transactions with customers into long-term relationships—at scale.
Role
Who you are
- The ideal candidate has strong skills and experience in analytics, technology, and capacity planning/workforce management for a Global 24x7 Support and Services organization
- The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on creating solutions for our customers with exceptional relationship management with senior and executive stakeholders and partners
- You have 12+ years of professional experience leading and developing multi-skill, multi-product staffing demand and capacity models; with functional expertise on staffing and scheduling in a scaled global 24x7 Support organization for a SaaS or subscription based business
- You have demonstrated skills in data driven decision making managing customer SLAs through workforce productivity and executing workforce management strategies
- You bring strong analytical skills; demonstrated experience in quantitative data analysis - creating and analyzing business information, creating and leveraging dashboards and tracking key business metrics with advanced ability to draw insights from data and clearly communicate them to executive stakeholders and senior management
- You possess in-depth business domain experience on Support, Services and preferably Customer Success; with experience working on Support tools like Service Cloud / Zendesk and on Professional Services Automation tools like NetSuite / FinancialForce / Workday
- You have experience managing vendors in a BPO / Outsourcing partnership and ensuring vendor partners are delivering seamlessly on target SLAs and customer entitlements
- You have in-depth experience working with SQL, Datawarehouse, and one or more data visualization tools like Tableau / PowerBI / Looker / ThoughtSpot; and possess well developed Excel, GSheet modeling and reporting experience
- You bring excellent executive communication and organization skills and demonstrated ability to establish and maintain effective working relationships with all stakeholders and partners
- You balance attention to detail with swift execution, leading and executing multi-quarter roadmaps and milestones in a timely manner while being comfortable operating autonomously with a bias towards action, learning and constant iteration
- You have a proven track record in managing, leading, and motivating teams; actively recruit exceptional talent, and continuously develop your team with constructive mentoring
What the job involves
- Klaviyo is looking for a Director of capacity Planning & Workforce Management OPS & Analytics (Support & Services) to join our growing Customer Success Operations function
- In this role, you will report to the Sr. Director Customer Success & Support OPS & Analytics, partnering closely with Customer Success and Support leadership to lead and own Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling, Analytics & Insights, Target and SLA attainment analysis, and closed-loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers
- In this position, you will be responsible for supporting our global and regional team of Capacity planners, Workforce schedulers, Real-Time scheduling analysts, and vendor partners for the rapidly expanding Support and Services organizations
- The role requires the ability to work with a variety of key stakeholders across job functions on a worldwide basis including key Support and Services global and regional leaders, regional HR business partners, regional recruiting teams, and partners in Operations, Analytics, Business Intelligence, and Engineering Operations
- Lead and own Support Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling and closed loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers:
- Demand Forecasting: Analyzing historical data and trends to predict future customer support needs and call volume at regional, product, shift level accuracy meeting support SLA goals
- Staffing Requirements: Determining the number of support agents required to meet the forecasted demand, considering factors like service level goals and response time targets
- Scheduling: Creating efficient work schedules that match agent availability with peak demand hours and minimize overstaffing or understaffing. Agree and establish benchmarks with leadership on errors in addressing peak demand hours, monitoring and corrections
- Performance Metrics Monitoring: Proactively monitor established key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction to monitor and improve support team performance
- Workforce Flexibility: Develop models and strategies to adapt to unexpected fluctuations in demand, such as call spikes or seasonality
- Lead and manage Professional Services capacity planning and workforce scheduling
- Manage and own Support Analytics including scorecards, self-service dashboards, SLA measurement frameworks and outcomes, targets and attainment analysis
- Influence design and requirements of Capacity Planning, Workforce management and Analytics solutions in partnership with Systems, IT, Customer Success Analytics, Business Intelligence and Data Science while overseeing continuous innovation and communication to both your business stakeholders and other operations business partners
- Proactively partner and collaborate with senior business leaders and systems teams to recommend right tools and technology to efficiently handle customer inquiries, propose and evaluate improvements needed in ticketing systems, knowledge bases, and customer relationship management (CRM) software
- Deliver plans for hiring and staffing across Customer Success and Support that will allow organization to scale to customer demand; partner with Strategy and Planning function for headcount submission and quarterly true-ups
- Partner with senior Business leaders, HR and recruiting to ensure alignment on headcount and staffing goals including true-ups on attrition impacts
- Collaborate and influence business owners and executives, drive thoughtful and data-driven decision-making, and adapt to a rapidly-evolving environment; leverage data to proactively identify areas of disruption and partner with business leaders to mitigate
- Drive creation of new tools and processes that enable Leadership to diagnose the business and achieve operational goals while demonstrating excellent stakeholder-management skills
- Continuously develop, coach and mentor your team; create an inclusive culture for collaboration that fosters trust and honors diverse perspectives and experiences
- Demonstrate strong knowledge of operational systems and structures for facilitating collaboration within a dynamic organization; change management, strategic planning, and/or project management skills preferred
- Drive accountability across Capacity Planning and Workforce management function, Operations, Analytics & Strategy teams through implementation of consistent mechanisms
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
46% female employees
4% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Funding (last 2 of 6 rounds)
Aug 2022
$100m
LATE VC
May 2021
$320m
SERIES D
Total funding: $778.5m
Company benefits
- Private health care cover
- All full time employees receive equity
- Commuting allowance for when you do travel to the office,
- A very generous education allowance every year for you to spend on learning and development.
- Free books policy - if you’re better off for having read it (or listened to it—audiobooks are covered too!) we’ll pay for it.
- Generous and flexible PTO policy
- Participation in Klaviyo ESPP
Company values
- We always put our customers first.
- We are owners.
- We strive to make the world more equitable.
- We are ambitious.
- We are always learning.
- We collaborate radically.
- We are remarkable.
Company HQ
Financial District, Boston, MA
Articles
Founders
Andrew Bialecki
(CEO)Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Product Officer)Currently an Advisor at Team Engine. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
Salary benchmarks
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Diversity & Inclusion at Klaviyo
Katelyn Nnake (Director of Diversity, Equity & Inclusion)
- At Klaviyo one of our key values is "we strive to make the world more equitable"
- In 2023 over 75% of Klaviyos participated in a Klaviyo Resource Group
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