WFM and Capacity Planning Director, Klaviyo
Support and Services
$184-276k
3+ days a week in office
The only CRM built for B2C
Job no longer available
The only CRM built for B2C
1001+ employees
Job no longer available
$184-276k
3+ days a week in office
1001+ employees
Company mission
Klaviyo is the only CRM built for B2C brands. Powered by its built-in data platform and AI insights, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster.
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 Operations & Analytics (for 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
- Partnering with Support Unit Leader
- 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 at Welcome to the Jungle
Meet the team
2 people
Meet Blake, Manager of New Hire Onboarding
Our mission
Base Camp provides a best in class onboarding program, fueled by 'just in time' learning throughout a new hires' first 100 days.Insights
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..."
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.
- Participation in Klaviyo ESPP
- Personal lifestyle allowance
- Flexible holiday scheme
Company values
- Put customers first: We prioritize our customers > customers’ customers > team > ourselves. We empathize deeply with our customers by walking in their shoes and solving their greatest pain points. We start with what’s best for the customer, not what’s best for us, and work backwards, delivering experiences our customers will talk about.
- Win together: We’re one team, we get to know each other, we’re okay with conflict and willing to disagree and commit. We are honest, direct, transparent, and respectful. We seek and incorporate diverse perspectives and assume good intent.
- We’re 1% done: We’re just getting started – our greatest products, work, and achievements are in front of us. We have a beginner’s mindset – we see the opportunities to build and improve and have the ambition to go after them. We benchmark against the best, aim to beat them, and celebrate when we do.
- Know the score: We’re clear about what success is for each project and how it ladders to our overall success. Results are what matter. Working hard is required, but it’s not success. We use data and past performance to motivate our future strategy.
- Be meticulous in your craft: We seek to do work so good that people rave about it. We are rigorous, thorough and prepared. We are or expect to be the experts everyone in the world turns to.
- Move fast, no shortcuts: Speed matters. We set ambitious deadlines, we like short cycles and being first to market. We don’t skip critical steps or requirements to make a date. We’re comfortable living in the grey and making judgment calls to decide what’s required and what’s not.
- Drivers wanted: No passengers — we’re proactive and engaged, and if we see something wrong it’s our responsibility to fix it or raise the issue to its owner. Have a vision and make sure it’s compelling. No job is beneath us. If it needs to get done, we’re happy to pick it up. We use and spend resources like they’re our own.
- Stay hungry, stay humble: We are insatiably curious learners; our slopes are very high. If we don’t know something, we’re world- class at figuring it out. We take calculated risks and sometimes make mistakes — we’re not perfect. When we fail, we learn from it and improve going forward. Feedback is a gift, even if it hurts sometimes. We don’t tolerate brilliant jerks.
Company HQ
Financial District, Boston, MA
Articles
Leadership
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.
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