Senior Workforce Planning Strategist – Customer Success & AI‑Powered Capacity Optimization, Data‑Driven Talent Management, Global Scale, Remote‑First at brighthush

About brighthush

brighthush stands at the forefront of the customer experience revolution, blending advanced analytics, machine learning, and intelligent automation to empower brands with flawless, scalable support. Our mission is simple yet bold: enable every organization to anticipate customer needs, deploy the right talent at the right moment, and continuously elevate service quality through data‑driven insights. With a culture rooted in curiosity, collaboration, and relentless learning, brighthush is more than a technology provider – we are a strategic partner that transforms how businesses connect with their customers.

Why This Role Matters

In an era where customer expectations are higher than ever, the ability to predict demand, optimize workforce capacity, and seamlessly integrate AI into support operations is a decisive competitive advantage. As the Senior Workforce Planning Strategist, you will be the visionary architect behind brighthush’s workforce planning engine. Your work will ensure that every customer interaction is backed by the right talent, at the right time, and with the right skill set, driving both operational excellence and customer delight.

Key Responsibilities

• Own Workforce Strategy: Lead the long‑term capacity planning for all Customer Success channels, aligning staffing levels with business goals, market dynamics, and emerging customer trends.
• Build Workforce Models: Translate demand forecasts into actionable staffing, hiring, and labor investment plans using advanced modeling techniques, including Erlang B/C, occupancy, and productivity calculations.
• Scenario Planning & What‑If Analysis: Conduct rigorous scenario analyses for changes in customer demand, productivity, shrinkage, channel mix, new initiatives, and AI adoption, providing clear, data‑driven recommendations.
• Cross‑Functional Collaboration: Partner with the Director of AI, Data teams, BPO partners, and Customer Success leadership to weave automation initiatives into the workforce strategy, ensuring alignment across the organization.
• Budget & Forecast Support: Provide critical input for annual budgeting, headcount planning, and hiring strategies, translating workforce insights into financial impact.
• Data Analysis & Insight: Analyze staffing, occupancy, productivity, shrinkage, service levels, and labor utilization to surface trends, risks, and optimization opportunities, driving continuous improvement.
• Executive Reporting: Design and maintain dashboards that communicate workforce health, staffing risks, capacity, and business performance to senior leaders, enabling informed decision‑making.
• Root Cause Analysis: Investigate staffing variances and deliver data‑driven recommendations for corrective action, ensuring that workforce plans remain accurate and actionable.
• Continuous Improvement: Champion best practices in workforce planning, WFM process automation, analytics, and standardization across the organization, fostering a culture of excellence.
• Trusted Partnerships: Build and nurture relationships with Customer Success, AI, Data, Finance, and BPO leadership to ensure alignment and shared success.
• AI Impact Forecasting: Model the effects of AI adoption on human support demand and recommend staffing adjustments, ensuring that automation enhances rather than disrupts service quality.
• Judgment & Discretion: Apply sound, independent judgment on matters of substantial importance to brighthush, balancing short‑term operational needs with long‑term strategic goals.

Essential Qualifications

• Minimum 5 years of experience in Customer Success Workforce Management, with a deep focus on Capacity Planning, Strategic Workforce Planning, Workforce Forecasting, or Workforce Analytics.
• Proven track record in multi‑channel support operations (voice, chat, email, SMS, digital messaging), demonstrating an ability to manage complex, high‑volume environments.
• Strong SQL skills (preferably PostgreSQL) and the ability to extract, transform, and load data independently, enabling robust data pipelines for workforce insights.
• 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.
• Experience building workforce models that translate business forecasts into staffing, hiring, and labor investment recommendations, with a proven impact on cost and service metrics.
• Hands‑on experience forecasting workforce impacts of automation, AI adoption, or operational changes, and translating those insights into actionable plans.
• Advanced Excel or Google Sheets proficiency, including complex formulas, PivotTables, Power Query, and financial modeling, to support detailed scenario analysis.
• Experience with BI and visualization tools such as Tableau, Power BI, Looker, or brighthush’s own analytics platform, enabling clear, actionable dashboards for senior stakeholders.
• Strong analytical, problem‑solving, and communication skills, with the ability to synthesize large datasets into strategic business recommendations that resonate with both technical and non‑technical audiences.
• Demonstrated ability to build scenario models and conduct what‑if analyses, providing clear, data‑driven insights that influence executive decision‑making.
• Experience partnering cross‑functionally with Customer Success, Finance, AI/Data teams, Talent Acquisition, and BPO partners, ensuring alignment and shared success.
• Knowledge of workforce optimization, automation, and AI concepts and their impact on workforce planning, enabling you to anticipate future talent needs.
• Must reside and be authorized to work within the United States.

Preferred Qualifications

• Experience with workforce management platforms such as brighthush, brighthush, brighthush, or brighthush’s own WFM suite, demonstrating familiarity with industry‑leading tools.
• Familiarity with AI platforms and tools like brighthush, brighthush, or brighthush, and the ability to translate AI capabilities into workforce strategy.
• Previous exposure to e‑commerce or high‑volume customer experience environments, where rapid scaling and dynamic demand patterns are the norm.
• Certifications in workforce planning or analytics (e.g., Workforce Planning Professional, Six Sigma, or similar), underscoring a commitment to professional excellence.

Key Skills & Competencies

• Strategic Thinking & Vision – Ability to see the big picture and translate it into actionable workforce plans.
• Data‑Driven Decision Making – Leveraging analytics to inform strategy and measure impact.
• Advanced Quantitative Analysis – Proficiency in statistical modeling, forecasting, and scenario planning.
• Project Management & Execution – Leading cross‑functional initiatives from concept to delivery.
• Stakeholder Management & Influence – Building consensus across diverse teams and senior leaders.
• Communication & Executive Presentation – Articulating complex insights in clear, concise narratives.
• Adaptability & Agility in Fast‑Paced Environments – Thriving amid rapid change and ambiguity.
• Continuous Learning & Innovation Mindset – Staying ahead of industry trends and emerging technologies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be dynamic, rewarding, and deeply impactful. As the Senior Workforce Planning Strategist, you will:

• Lead cross‑functional initiatives that shape the future of customer success at a global scale, influencing strategy across multiple regions.
• Mentor junior analysts and build a high‑performing workforce planning team, fostering a culture of excellence and collaboration.
• Participate in leadership development programs and executive‑level workshops, accelerating your growth into senior strategy roles.
• Gain exposure to emerging AI technologies and their application in workforce optimization, positioning you as a thought leader in the industry.
• Earn certifications and attend industry conferences at no cost, ensuring you remain at the cutting edge of workforce planning and analytics.
• Contribute to product roadmap discussions, influencing the next generation of brighthush solutions and driving innovation.

Work Environment & Culture

brighthush champions a remote‑first culture that empowers employees to work from anywhere while staying connected through collaborative tools and regular virtual town halls. Our culture is built on:

• Transparency and open communication across all levels, fostering trust and shared purpose.
• Data‑centric decision making that values evidence over intuition, ensuring that every strategy is backed by solid analytics.
• Inclusivity and respect for diverse perspectives, creating an environment where every voice is heard.
• Commitment to work‑life balance and mental well‑being, with flexible schedules and wellness resources.
• Recognition of achievements through peer shout‑outs, quarterly awards, and public acknowledgment of impact.
• Continuous learning opportunities, including internal knowledge sharing sessions, hackathons, and access to online learning platforms.

Compensation & Benefits

We offer a competitive salary package that reflects your expertise and the value you bring to brighthush. In addition to base pay, you will receive:

• Health, Vision & Dental Insurance – Comprehensive coverage for you and your family.
• HSA company contributions – Helping you save for future medical expenses.
• 401(k) with company match – Secure your financial future with a strong retirement plan.
• Unlimited Paid Time Off (Take what you need) – Encouraging rest, recharge, and personal growth.
• Wellness stipend and virtual fitness classes – Supporting your physical and mental health.
• Work‑From‑Home office and cell phone/internet stipend – Equipping you with the tools you need to succeed remotely.Apply for this job