Experienced Senior Manager of Forecasting – Global Customer Service Capacity Planning
At arenaflex, we're committed to revolutionizing the way we interact with our customers, and we're looking for a talented Senior Manager of Forecasting to join our team. As a leader in the industry, arenaflex strives to be Earth's most customer-centric company, where people can find and discover virtually anything they want to buy online. Our evolution from a web site to an e-commerce partner to a development platform is driven by the spirit of innovation that is part of our DNA. The world's brightest technology minds come to arenaflex to research and develop technology that improves the lives of shoppers and sellers around the world.
About the Role
We're seeking a seasoned professional who is passionate about customer experience, thinks and acts globally, and has the ability to contribute major new innovations in the industry. As our Senior Manager of Forecasting, you will create and deliver contact forecasts that we will use to generate a cost-effective and comprehensive global capacity planning solution for our Customer Service (CS) network. The ideal candidate will possess a strong analytical background that enables them to analyze various sources of data, standardize forecasting activities across their team, and experience a wide range of problem-solving situations, ranging from strategic to short-term decisions requiring the use of data collection and analysis.
Key Responsibilities
* Manage a team of analysts and managers spread across multiple countries, responsible for developing short-term and long-term contact forecasts using various forecasting techniques across multiple arenaflex markets.
- Lead a high-performing team, ensuring low error contact forecasts to ensure service level delivery, and interact with senior CS leadership on a regular basis to keep them updated on the drivers for forecast variance.
- Participate in strategic long-term planning initiatives, driving improvements in cost and quality of our customer service on a global scale.
- Collaborate with cross-functional teams to identify and implement process improvements, leveraging data-driven insights to inform business decisions.
- Develop and maintain relationships with key stakeholders, including senior leadership, to ensure alignment and effective communication of forecasting strategies and results.
- Stay up-to-date with industry trends and best practices in forecasting and capacity planning, applying this knowledge to drive innovation and improvement within the team.
Essential Qualifications
* Bachelor's degree in Business, Mathematics, Operations Research, Engineering, or a related field.
- 10+ years of experience in Forecasting/Planning, with a proven track record of success in managing teams and driving business outcomes.
- Experience managing a team of analytic professionals, including hiring, development, and performance management.
- Strong technical skills, including experience with SQL, statistical analysis, and data visualization tools.
- Excellent communication skills, with the ability to share findings in an understandable and actionable manner.
- Ability to lead successfully in a dynamic, fast-paced environment, with a strong focus on teamwork and collaboration.
Preferred Qualifications
* MBA or Master's degree in Mathematics, Statistics, Computer Science, Engineering, or other business/analytical disciplines, with 10+ years of related work experience.
- Experience in forecasting, time-series, and multivariate regression, with a strong understanding of statistical modeling and data analysis.
- Combination of technical skills and business savvy to interface with all levels and disciplines across the organization.
- Proven track record of dealing well with ambiguity, prioritizing needs, and delivering results in a dynamic environment.
- Experience using AWS technologies such as Redshift, S3, etc.
- Excellent interpersonal, written, and oral communication skills, with the ability to build strong relationships with stakeholders at all levels.
What We Offer
* A dynamic and fast-paced work environment, with opportunities to work on high-impact projects and drive business outcomes.
- A collaborative and supportive team culture, with a focus on teamwork, innovation, and continuous learning.
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as 401(k) matching and paid time off.
- Opportunities for professional growth and development, including training, mentorship, and career advancement.
- A competitive salary and bonus structure, with opportunities for performance-based bonuses and stock options.
How to Apply
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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