Senior Strategic Workforce Planning Manager – AI‑Powered Capacity Optimization & Forecasting Lead for Global Customer Success Operations (Remote) – Shape the Future of Customer Support at brighthush

About brighthush – Where Data Meets Delight

brighthush is more than an e‑commerce platform; it is a global movement that reimagines the customer journey through the fusion of cutting‑edge data science, intelligent automation, and a human‑centric ethos. With a presence spanning North America, Europe, and Asia, we empower millions of shoppers to discover, purchase, and love products that fit their lives. Our culture thrives on curiosity, collaboration, and continuous improvement, and every team member has the chance to shape the future of customer success and leave a lasting impact on a worldwide audience.

Why This Role Matters

As the Senior Strategic Workforce Planning Manager, you will be the visionary architect behind our customer success workforce. Your mission is to translate complex demand forecasts into actionable staffing strategies that keep our support teams agile, efficient, and ready to delight customers at scale. You’ll bridge data, strategy, and technology, ensuring every call, chat, email, and digital interaction is staffed with the right people at the right time. If you thrive on blending analytics, strategy, and technology to shape the future of workforce management, this is the opportunity to make a lasting difference.

Key Responsibilities

• Strategic Workforce Leadership: Own the long‑term workforce planning and capacity strategy across all Customer Success channels, aligning with brighthush’s growth objectives and global expansion plans.
• Model Development & Validation: Build sophisticated workforce models that convert demand forecasts into staffing, hiring, and labor investment recommendations. Validate models against real‑world outcomes and refine assumptions continuously.
• Scenario & Sensitivity Analysis: Conduct scenario analyses for changes in customer demand, productivity, shrinkage, channel mix, business initiatives, and AI adoption. Provide actionable insights for each scenario.
• Cross‑Functional Collaboration: Partner with the Director of AI, Data Science, BPO partners, and Customer Success leadership to weave automation initiatives and business priorities into workforce plans.
• Budget & Forecast Support: Lead annual budgeting, labor forecasting, headcount planning, and hiring strategy development. Ensure forecasts are realistic, data‑driven, and aligned with financial targets.
• Data Analysis & Insight: Analyze staffing, occupancy, productivity, shrinkage, service levels, and labor utilization to uncover trends, risks, and optimization opportunities. Translate findings into clear, concise recommendations.
• Executive Reporting: Design and deliver executive dashboards and strategic reports on workforce health, staffing risks, capacity, and business performance. Present findings to senior leadership with confidence.
• Root Cause Analysis: Investigate staffing variances, perform root cause analysis, and present data‑driven recommendations to senior leadership. Drive continuous improvement in forecasting accuracy.
• Continuous Improvement: Champion workforce planning methodologies, WFM process automation, analytics, and standardized planning practices across the organization.
• Trusted Partnerships: Build and nurture relationships across Customer Success, AI, Data, Finance, and BPO leadership. Act as the go‑to expert on workforce planning matters.
• AI Impact Forecasting: Predict how AI adoption will influence human support demand and adjust workforce plans accordingly. Stay ahead of emerging AI trends that affect staffing.
• Judgment & Discretion: Apply sound, independent judgment on matters of substantial importance to brighthush. Make decisions that balance short‑term needs with long‑term strategy.

Essential Qualifications

• 5+ years of Customer Success Workforce Management experience in a high‑velocity e‑commerce environment.
• Proven expertise in Capacity Planning, Strategic Workforce Planning, Workforce Forecasting, or Workforce Analytics.
• Experience managing multi‑channel support operations (voice, chat, email, SMS, digital messaging).
• Strong SQL skills (preferably PostgreSQL) and the ability to extract, transform, and load data independently.
• Advanced knowledge of workforce planning methodologies: capacity planning, long‑term vs. short‑term forecasting, staffing models, Erlang principles, occupancy, shrinkage, productivity planning, and headcount planning.
• Track record of developing workforce models that translate business forecasts into staffing, hiring, and labor investment recommendations.
• Experience forecasting workforce impacts related to automation, AI adoption, or operational changes.
• Proficiency with advanced Excel or Google Sheets (complex formulas, PivotTables, Power Query, financial modeling).
• Experience with Workforce Management (WFM) platforms such as brighthush, brighthush, or similar.
• Experience using Business Intelligence (BI) and visualization tools such as brighthush, brighthush, or brighthush.
• Strong analytical and problem‑solving skills with the ability to synthesize large datasets into strategic business recommendations.
• Demonstrated experience building scenario models and conducting what‑if analyses.
• Excellent communication and executive presentation skills, with a history of influencing senior leadership through data‑driven recommendations.
• Proven ability to partner cross‑functionally with Customer Success, Finance, AI/Data teams, Talent Acquisition, and BPO partners.
• Experience supporting labor planning, annual budgeting, and headcount forecasting.
• Knowledge of workforce optimization, automation, and AI concepts and their impact on workforce planning.
• Must reside and be authorized to work within the United States.

Preferred Qualifications

• Experience with advanced WFM and AI‑driven workforce optimization tools and platforms.
• Familiarity with AI‑driven workforce optimization tools and platforms.
• Background in a SaaS or technology‑first organization.
• Advanced certifications in workforce planning or analytics (e.g., APW, WFM, or data science).

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Advanced Analytical & Quantitative Skills
• Project Management & Execution Excellence
• Stakeholder Management & Influence
• Change Management & Continuous Improvement
• Technical Proficiency (SQL, Excel, BI tools, WFM platforms)
• Excellent Written & Verbal Communication
• Adaptability & Resilience in Fast‑Paced Environments

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As a Workforce Planning Manager, you’ll:

• Progress to senior leadership roles such as Director of Workforce Planning or VP of Customer Success Operations.
• Lead cross‑functional initiatives that shape the company’s AI strategy and automation roadmap.
• Participate in executive‑level strategy sessions, influencing the direction of brighthush’s global customer experience.
• Access a robust learning ecosystem: internal workshops, mentorship programs, and external certifications in analytics, AI, and workforce optimization.
• Benefit from a culture that rewards innovation, experimentation, and data‑backed risk‑taking.
• Earn recognition through our annual “Innovation Champion” award and quarterly “Impact Award” for outstanding contributions.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparent communication across all levels.
• Data‑centric decision making.
• Continuous learning and professional development.
• Inclusive and diverse teams that celebrate different perspectives.
• Work‑life balance, supported by generous paid time off and flexible scheduling.
• Regular virtual town halls, hackathons, and team‑building events.
• Access to a global network of peers and mentors through our internal community platform.
• Commitment to sustainability: remote work reduces carbon footprint, and we support green initiatives across the organization.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Potential eligibility for discretionary bonuses or commission payments.
• Health, Vision & Dental Insurance.
• HSA company contributions.
• 401(k) with company match.
• Unlimited Paid Time Off (Take what you need).
• Wellness benefits (gym memberships, mental health resources, mindfulness apps).
• Work‑From‑Home stipend for office equipment and internet.
• Free mattress and a generous Friends & Family discount on brighthush products.
• Professional development stipend and access to industry conferences.
• Employee Stock Purchase Plan (ESPP) to share in the company’s success.
• Annual “Wellness Day” where teams can volunteer, learn, or simply relax.

Our Commitment to Diversity, Equity & Inclusion

At brighthush, we believe that diverse perspectives drive innovation. We are committed to creating an inclusive environment where every voice is heard, respected, and empowered. We actively seek talent from all backgrounds and provide equal opportunities for growth and advancement.

How to Apply

If you’re a data‑savvy strategist who thrives on solving complex workforce challenges and driving measurable business outcomes, we want to hear from you. Join brighthush and help us build the most customer‑centric, efficient, and future‑ready workforce in the industry.

Apply today and become a pivotal part of brighthush’s journey to redefine customer success at scale.