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Senior Director, WFM & Intelligence Job Description:

The Senior Director, WFM & Intelligence will lead the analytics, workforce management & customer experience technology functions for the Customer Care (CC) team. You will directly lead a team, influence & work with HelloFresh partners to ensure that reporting insights are valuable, forecasts are accurate, & analyze customer experiences, financial reporting, & to identify opportunities for improvement. The Sr. Director will shape intelligence roadmaps & serve as the expert to convert raw data into useful information to help the team improve on all levels. You may be asked to travel up to 25% within the United States & internationally.

You will:

  • Lead reporting with an emphasis on performance indicators, service volumes, customer satisfaction & productivity
  • Report to Vice President, Customer Experience to build resource allocation strategies across sites & improve customer experiences
  • Work directly with the CC leadership team on the customer experience, WFM global partner strategy, vendor & local operations to guide cross-team project management, team goals, & opportunities to further scale our operations.
  • Develop relationships local & partner teams to evolve our data strategy to help grow the business (with an emphasis on marketing, technology, product & operations)
  • Work across the organization to determine what reports, dashboards, & analysis are needed to grow the business, & then work with the appropriate teams to build & implement them.
  • Provide leadership, coaching, & developmental support to Business Intelligence & Workforce Management teams
  • Support CX technology programs such as IVR, routing, scheduled call back features, routing options, knowledge management tools & voice analytics
  • Automate reporting to develop & refine team dashboards, performance scorecards, indicators, operational metrics, self-service channel metrics, financial records, agent/team performance reports
  • Translate data into useful information, provide clear, applicable recommendations based on data analysis to help us validate assumptions, test hypotheses & create improvements
  • Analyze policy, process, team & vendor performance bottlenecks & recommend optimizations as we improve team performance.
  • Complete analyses to answer important questions, ensure best of class analytical processes are followed to guide high-quality documentation & ensure output contains high-quality, valuable information that is easy to consume.
  • Determine the source of truth for data across the organization, maintain quality control of different data & reporting streams to summarize recommendations into cohesive presentations.
  • Manage ad-hoc projects & translate questions into problems solvable by using analytics resources
  • Develop fundamental hypotheses & theories about how the business works & lead analyses, develop growth models based on these underlying dynamics
  • Manage forecasting accuracy, service level performance, increase response times across channels
  • Architect forecasting models with & ensure execution of periodic forecasts to determine staff required & organize agent schedules & vendor volume allocation
  • Lead P&L budgeting & work with FP&A team with scenario modeling, & financial reporting as it pertains internal/vendor staff

You are:

  • A leader who has built BI teams before, within a customer care environment
  • A numbers person - Excels in quantitative environments, help bring structure to the ambiguous
  • A natural owner - Super reliable & thoughtful in managing your responsibilities, cares about the outcome & quality of work, & earns the trust of your colleagues
  • A friend to data & analytics - Use data & logic to identify opportunities, diagnose issues, evaluate alternatives, & present information for complex problems
  • Achievement-motivated, interested in accomplishing great things - When you encounter obstacles, you find solutions, not excuses.
  • Curious & desire to understand why things are the way they are, how things work, & searches for information & answers in an evolving landscape
  • Agile - works in an environment that is constantly evolving at a rapid pace; demonstrates a data-driven focus in all work.
  • A connector of complex (often technical) information to different audiences
  • Collaborative in a team environment & successful independently & are obsessive about producing high-quality work; Eager to take on new projects without knowing exactly what you will uncover
  • Experienced in leading multi-level teams & coaching performance to bring out the best in people
  • Customer obsessed - Customers are the purpose of our work, not a distraction from it
  • A "Foodie"- fanatical about food!

You have:

  • Bachelor's degree in Business, Mathematics, Computer Science or related fields required (Master's degree preferred)
  • 10 years of experience delivering analytical solutions to complex problems & leading forecasting, workforce management, & developing analytic talent required
  • The ability to travel within the United States & internationally (25%) required
  • Experience administering & developing visualization tools such as Tableau (or similar) required
  • Experience with contact center technologies including Genesys Cloud, CRM, & Aspect WFM desirable
  • Familiarity working with SQL, Python, & R preferred
  • This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
    • Prolonged periods working at a desk & on a computer
    • Reading information on a computer screen & inputting data into a computer system

Youll get

  • Competitive Salary & 401K company match that vests immediately upon participation
  • Generous parental leave of 16 weeks & PTO policy
  • $0 monthly premium & other flexible health plans effective first day of employment
  • 75% discount on your subscription to HelloFresh (as well as other product initiatives)   
  • Snacks, coffee & catered meals
  • Company sponsored outings & Employee Resource Groups
  • Collaborative, dynamic work environment within a fast-paced, mission-driven company
New York Pay Range
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