Experienced Senior Manager of Forecasting for Customer Service Operations – Global Capacity Planning and Team Leadership

Introduction to blithequark

At blithequark, we strive to be the world's most customer-centric organization, where individuals can find and discover virtually anything they want to buy online. By providing customers with low prices, a vast selection, and convenience, we continue to grow and evolve as a world-class e-commerce platform. Our evolution from a website 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 blithequark to research and develop technology that improves the lives of shoppers and sellers around the world.

About the Role

We are seeking a passionate and experienced leader to join our team as a Senior Manager of Forecasting for Customer Service Operations. As a key member of our team, you will be responsible for creating and delivering contact forecasts that will be used to generate cost-effective and comprehensive global capacity planning solutions for our Customer Service (CS) network. The ideal candidate will possess a strong analytical background, enabling them to analyze various sources of data and standardize forecasting activities across their team.

Key Responsibilities

• Develop and deliver contact forecasts using various forecasting techniques across multiple blithequark markets
• Lead a team of analysts and managers spread across multiple countries, responsible for their performance in ensuring low error contact forecasts to ensure service level delivery
• Manage the team that develops short-term and long-term contact forecasts, providing guidance and support to ensure accurate and reliable forecasts
• Interact with senior CS leadership on a regular basis to keep them updated on the drivers for forecast variance and participate in strategic long-term planning initiatives
• Drive improvements in cost and quality of our customer service on a global scale through accurate forecasts
• Lead and grow high performers, providing opportunities for development and growth within the team

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Bachelor's degree in Business, Mathematics, Operations Research, Engineering, or a related field
• 10+ years of experience in Forecasting/Planning, with a strong analytical background
• Experience managing a team of analytic professionals, including hiring, development, and performance management
• Experience with SQL, statistical analysis, and data visualization tools
• Excellent communication skills to share findings in an understandable and actionable manner
• Ability to lead successfully in a dynamic, fast-paced environment
• Ability to manage team to meet tight deadlines and prioritize workloads

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates who possess the following 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
• 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
• Natural curiosity and desire to learn

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop insights
• Excellent leadership and management skills, with the ability to lead and grow high performers
• Strong communication and interpersonal skills, with the ability to interface with all levels and disciplines across the organization
• Ability to work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills
• Strong initiative, team leadership, project management, and quantitative skills

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Senior Manager of Forecasting for Customer Service Operations, you will have the opportunity to:

• Develop and grow your skills and expertise in forecasting and analytics
• Lead and manage a team of analysts and managers, providing guidance and support to ensure their success
• Participate in strategic long-term planning initiatives, driving improvements in cost and quality of our customer service on a global scale
• Interface with senior CS leadership, providing insights and recommendations to inform business decisions
• Stay up-to-date with the latest technologies and trends in forecasting and analytics, with opportunities for training and professional development

Work Environment and Company Culture

At blithequark, we are committed to providing a positive and supportive work environment that fosters collaboration, innovation, and growth. Our company culture is built on the following values:

• Customer obsession: We are dedicated to providing the best possible experience for our customers
• Ownership: We take ownership of our work and are accountable for our actions
• Invent and simplify: We are always looking for ways to improve and simplify our processes and systems
• Are right, a lot: We strive to make informed decisions and take calculated risks
• Learn and be curious: We are committed to learning and staying up-to-date with the latest technologies and trends
• Hire and develop the best: We are dedicated to hiring and developing the best talent, providing opportunities for growth and development
• Insist on the highest standards: We strive for excellence in everything we do, setting high standards for ourselves and our team members

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary, bonus, and benefits. Our perks and benefits include:

• Flexible working hours and remote work options
• Comprehensive health and wellness programs
• Retirement savings plan and matching program
• Paid time off and holidays
• Opportunities for professional development and growth
• Access to the latest technologies and tools
• Collaborative and dynamic work environment

Conclusion

If you are a motivated and experienced leader looking for a new challenge, we encourage you to apply for the Senior Manager of Forecasting for Customer Service Operations role at blithequark. This is a high-impact role that will provide you with the opportunity to drive improvements in cost and quality of our customer service on a global scale. With a competitive compensation package, comprehensive benefits, and opportunities for growth and development, this is an exciting opportunity to join a world-class e-commerce platform and make a real difference. Apply today to join our team and take your career to the next level!