Customer Success Workforce Planning Manager

THE BIGGEST NAME IN HOME. THE BOLDEST TEAM IN E-COMMERCE.

Ashley Digital is the e-commerce engine behind Ashley Furniture Industries — one of the most recognized home brands in the world. As the world's largest manufacturer of home furnishings and the largest furniture store brand in North America, Ashley is in a category unto itself. Our team sits at the intersection of world-class retail and digital innovation, driving the e-commerce experience for millions of customers across every platform and touchpoint. If you’ve shopped online for a mattress in the last decade, there’s a good chance you’ve already experienced our award-winning Nectar Sleep and DreamCloud. We're a fast-moving, highly collaborative team operating at a transformational moment, and we're charged with shaping how people discover, explore, and buy home furnishings. Our expertise spans data science, performance marketing, product, and creative, and our work reaches millions of customers every day. It's a rare combination: the energy of a tech company, the stability of an industry leader, and the opportunity to build something truly significant. If you're energized by transformation, collaboration, and meaningful impact at scale, Ashley Digital is where ambition meets opportunity. 

To be considered for this remote opportunity, you must reside and be authorized to work within the United States.

About the Role:

Exceptional customer experiences begin with exceptional workforce planning. As the Customer Success (CS) Workforce Planning Manager, you will own the long-term workforce strategy that enables Ashley Digital to ensure the organization has the right people, with the right skills, at the right time to meet customer demand while optimizing customer experience, operational efficiency, and labor investment. This role is responsible for translating business strategy into actionable workforce plans through forecasting, capacity modeling, labor analytics, and scenario planning. You'll partner closely with the Director of AI, Data & Analytics, BPO partners, and CS leadership to align workforce strategy with business priorities, customer demand, operational performance, and long-term growth. Success in this role isn't measured solely by staffing accuracy but by your ability to influence business decisions, proactively identify workforce risks, optimize labor investments, and build scalable staffing strategies that support Ashley Digital's continued growth.

What You'll Be Doing:

• Own Ashley Digital's long-term workforce planning and capacity strategy across all Customer Success channels.
• Develop workforce models and capacity plans that translate demand forecasts into staffing, hiring, and labor investment recommendations.
• Perform scenario planning to evaluate the impact of changes in customer demand, productivity, shrinkage, channel mix, business initiatives, and AI adoption.
• Collaborate with the Director of AI, Data, BPO partners, and Customer Success leadership to incorporate automation initiatives and business priorities into workforce planning assumptions.
• Support annual budgeting, labor forecasting, headcount planning, and hiring strategies.
• Analyze workforce performance, including staffing, occupancy, productivity, shrinkage, service levels, and labor utilization, to identify trends, risks, and optimization opportunities.
• Develop executive dashboards and strategic reporting that provide visibility into workforce health, staffing risks, capacity, and business performance.
• Conduct root cause analysis on staffing variances and provide data-driven recommendations to improve workforce performance.
• Drive continuous improvement through workforce planning methodologies, WFM process automation, analytics, and standardized planning practices.

The responsibilities described above are not exhaustive. You may be asked, from time to time and as reasonably required by business needs, to perform other duties consistent with your skills and role, including work for or on behalf of our related entities. This job description does not constitute a contract of employment and may be modified at any time, subject to applicable law.

What Success Looks Like

• Deliver accurate workforce plans that align staffing capacity with forecasted customer demand and business priorities.
• Enable proactive hiring and labor planning decisions that minimize staffing risk while optimizing labor investments.
• Develop scalable workforce models that incorporate demand forecasts, AI adoption, productivity, and business growth.
• Influence strategic business decisions through data-driven workforce insights and executive recommendations.
• Improve workforce planning accuracy through scenario modeling, forecasting, and continuous process improvement.
• Forecast the impact of AI adoption on human support demand to support effective staffing and capacity decisions.
• Build trusted partnerships across Customer Success, AI, Data, Finance, and BPO leadership to support workforce strategy.
• Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations.

Skills & Qualifications:

• 5+ years of Customer Success Workforce Management experience with significant expertise in Capacity Planning, Strategic Workforce Planning, Workforce Forecasting, or Workforce Analytics within a fast-paced e-commerce customer experience environment. 
• Experience supporting multi-channel customer support operations, including voice, chat, email, SMS, and digital messaging.
• Experience with SQL (preferably PostgreSQL) and comfort pulling your own data and building your own reporting.
• Advanced knowledge of workforce planning methodologies, including capacity planning, long-term>short-term forecasting, staffing models, Erlang principles, occupancy, shrinkage, productivity planning, and headcount planning.
• Experience 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. 
• Experience with Intercom and Fin AI preferred
• 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.
• Advanced Excel or Google Sheets skills, including complex formulas, PivotTables, Power Query, and workforce or financial modeling.
• Experience with workforce management platforms such as Assembled, NICE IEX, Verint, Calabrio, Genesys WFM, Aspect, or equivalent.
• Experience using BI and visualization tools such as Looker, Tableau, Sigma, or Power BI.
• Strong communication and executive presentation skills with experience influencing senior leadership through data-driven recommendations.
• Experience partnering 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

What We Offer (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive Salary
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• Take what you need Paid Time Off
• Wellness benefits
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $90,000- $110,000 . We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at People@residenthome.com

Ashley Digital is a privately-held company headquartered in Tampa, FL with offices in New York City, London and Tel Aviv.  Learn more at: https://www.residenthome.com

Ashley Digital is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Ashley Digital is proud to be a remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.

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