CAPACITY MANAGER JOB DESCRIPTION

Capacity management in large-scale technology infrastructure is harder than it looks. Planning cycles must account for hardware procurement lead times, traffic demand curves across backbone networks, and ITIL-governed service tiers; any misreading of these variables leaves engineering teams either waiting on resources or absorbing avoidable outages. The Capacity Manager owns this discipline across compute, network, and storage layers, sitting inside a technology delivery function that spans multiple time zones and hundreds of engineers. Getting it right requires equal fluency in statistical forecasting and executive stakeholder communication.

As the Capacity Manager, you translate supply and demand signals across a large-scale technology organization into actionable plans that keep infrastructure ahead of growth and aligned with approved roadmaps. You operate within the Technology Delivery or PMO function, coordinating directly with resource managers, engineering leads, finance, and HR to maintain forecast accuracy and governance rigor across the global team.

Career Impact: Owning infrastructure capacity planning across a multi-thousand-head technology organization positions you among a narrow group of practitioners who understand both the engineering constraints of backbone network design and the financial mechanics of headcount modeling.

Business Impact: When demand signals are read accurately and acted on early, engineering teams hit their roadmap milestones without costly emergency augments, and when they are not, outages and procurement delays surface at the worst possible time; this role is the difference.

Growth Opportunity: The analytical and governance skills built here, including forecasting model design, cross-functional stakeholder management, and ITIL-aligned reporting, translate directly into Director-level Technology Operations and VP Infrastructure Planning roles.

• Lead capacity planning across compute, network, and storage infrastructure to maintain alignment between supply forecasts and approved engineering roadmaps.
• Monitor utilization thresholds across the global technology estate, identifying breakpoints and congestion risks before they affect service delivery.
• Coordinate with engineering leads, resource managers, and finance teams to validate headcount and hardware demand inputs used in quarterly and annual capacity plans.
• Develop and maintain governance reporting that tracks forecast accuracy, highlights supply and demand variances, and supports executive decision-making.
• Establish and refine forecasting models that incorporate historical utilization data, traffic growth curves, and procurement lead times to improve planning precision.
• Identify risks tied to legacy infrastructure consolidation, technology transitions, or attrition and build mitigation plans in coordination with relevant program teams.
• Partner with HR and finance to align capacity plans with active recruitment pipelines and approved budget headroom, ensuring plan viability at the operational level.
• Audit resource scheduling infrastructure to confirm scheduling tools remain current, variance drivers are understood, and forecast assumptions are regularly recalibrated.

• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related technical field, or equivalent work experience.
• 5 or more years of capacity planning, resource management, or infrastructure operations experience, with direct exposure to large-scale technology environments.
• Demonstrated ability to build and maintain forecasting models that translate complex demand signals into actionable supply plans.
• Proven experience coordinating across engineering, finance, and HR functions to align capacity plans with operational and financial constraints.
• Strong analytical background with experience interpreting utilization data, identifying trends, and communicating uncertainty clearly to senior stakeholders.
• Solid understanding of technology delivery and program management practices, including familiarity with ITIL frameworks or comparable governance models.
• Track record of establishing repeatable reporting processes that support both short-term operational decisions and long-term strategic planning.

• Experience in a digital media, OTT streaming, or cloud platform environment where capacity must scale to consumer traffic patterns at a global level.
• ITIL Intermediate certification or equivalent formal qualification in IT service management.
• Working knowledge of statistical analysis methods, including regression modeling or simulation techniques applicable to network demand forecasting.
• Familiarity with Agile or DevOps delivery frameworks and the capacity planning implications of iterative roadmap execution.

• Forecast accuracy rate, measuring the percentage variance between planned and actual capacity consumption at each planning horizon.
• Hardware procurement lead time compliance, tracking whether orders are initiated before utilization thresholds breach planned buffers.
• Headcount plan variance, measuring deviation between approved staffing forecasts and actual hire outcomes within each quarter.
• Breakpoint identification lead time, reflecting how many weeks ahead capacity risks are flagged before they affect engineering delivery.
• Governance reporting cycle adherence, tracking whether capacity reports are delivered on schedule to senior technology and finance stakeholders.
• Supply-demand alignment score, measuring the proportion of active engineering teams operating within their approved capacity envelope at any point in time.

• Base Salary Range: $120,000 to $165,000 annually, depending on scope and seniority
• Bonus: Annual performance bonus typically 10% to 15% of base salary
• Equity: RSU grants common at larger technology organizations; varies by company stage
• Health Benefits: Medical, dental, and vision coverage standard; employer contribution varies
• PTO: 15 to 25 days annually, plus public holidays; some organizations offer unlimited PTO
• Common Perks: Remote or hybrid flexibility, learning and development budget, and home office stipend

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is a condition of employment for this position. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected under applicable federal, state, or local law. Applicants requiring a reasonable accommodation to participate in the hiring process should notify the recruiting team at the time of application. Candidates must be authorized to work in the United States.

The Capacity Manager owns infrastructure capacity planning and analysis across compute, storage, network, and security, delivering monthly dashboards and customer presentations that keep consumption aligned with growth forecasts. Working closely with the Architecture team on new builds and solution design, this role optimizes infrastructure costs against revenue growth and ensures hardware ordering thresholds are maintained before congestion occurs.

Key Responsibilities

• Perform capacity planning and analysis based on client consumption and capacity forecasts.
• Provide recommendations based on expected growth.
• Define priorities and identify bypasses in case of potential congestion.
• Establish utilization thresholds and ensure ordering of hardware capacity when required.
• Optimize infrastructure costs against additional growth revenue.
• Build dashboards and reports covering file system capacity and storage.
• Deliver monthly customer presentations covering dashboards and KPIs.
• Work with the Architecture team for new build and solution details.

Required Qualifications

• Bachelor's degree in a technical or related field, or equivalent experience.
• ITIL Intermediate Level Certification and IC Agile Certification desired.
• Strong cloud IT infrastructure experience across compute, storage, network, security, and operating systems.
• Familiarity with Agile and DevOps processes and methodologies, and IT service management best practices.
• Demonstrated ability to solicit requirements and design solutions to meet those requirements.
• Experience with security tools and technologies.
• Ability to create formal documentation.
• Excellent communication and collaboration skills.

Embedded within the global Customer Support network, the Capacity Manager produces short-term and long-term forecasts of transactions, KPIs, and FTEs to optimize staffing levels and planning efficiency across worldwide operational centers. Working closely with Supply Planners and regional teammates, this role delivers analysis and recommendations that improve staffing accuracy and support a network of business units spanning multiple geographies.

Core Functions

• Produce short-term and long-term forecasts of transactions, including KPIs and FTEs, for the global CS network.
• Collect and analyze historical contact volume and handle time data to capture emerging trends and normalize outliers.
• Forecast and analyze transaction propensity and outbound workload.
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Maintain and analyze records of actual contact and staffing volumes compared to forecast.
• Identify and implement capacity planning tools and technology enablers to improve operating accuracy.
• Lead projects to improve planning efficiency and support a worldwide network of business units and operational centers.
• Recommend ideal resource strategies to service managers and assist business units with capacity initiatives.
• Partner with Supply Planners for efficient FTE delivery to plan, and mentor teammates in other regions through best practice sharing.

Qualifications & Experience

• 3 or more years of experience as a demand, forecast, or capacity planner, with at least 5 years in workforce planning.
• Experience managing multiple stakeholders in a global setup across multiple geographies.
• Expertise in call center management and related calculations, including Erlang C.
• Strong quantitative and qualitative analytical skills.
• Good business judgment and problem-solving ability.
• Proficiency in Google Sheets and Microsoft Excel.
• Beneficial knowledge of SQL and WFM tools.
• Ability to prioritize workload, multitask with attention to detail, and work both independently and within larger teams.

Reporting to Data Center Operations leadership, the Capacity Manager leads the team responsible for planning, adding, changing, and removing computing capacity across the data center fleet, overseeing installations, retrofits, hardware retirement, data eradication, and service migrations. Partnering with remote and local peer organizations, this role builds and mentors a team of engineers while delivering infrastructure capacity that supports safety, accountability, and operational scalability.

Primary Duties

• Establish and manage a Data Center Capacity Team responsible for the IT capacity lifecycle.
• Manage and deliver capacity from the data center site through partnership with remote and local peer organizations.
• Track issues, analyze data for trends, and report findings globally.
• Develop and implement process improvements in data center operations through global collaboration.
• Build, grow, mentor, and lead a team of engineers.
• Drive a culture of safety, ownership, innovation, and accountability.
• Anticipate data center growth and identify scaling issues before they occur.
• Support the team in generating specifications and ideas for process and software automation improvements.

Skills & Qualifications

• Bachelor's or associate's degree in a technical field, or commensurate experience.
• Proven time, resource, and project management experience in large technical environments.
• Substantial experience managing cross-functional relationships with internal and external stakeholders.
• Substantial experience in managing technical teams and leading engineers and technicians.
• Strong communication skills with the ability to report clearly across global audiences.

Sitting at the intersection of network engineering and data infrastructure, the Network Capacity Manager models and simulates network demands into Capacity and Topology Plans for the Backbone network, translating Layer 3 topology into High-Level Plans and Low-Level Designs. Operating across cross-functional network lifecycle projects and Agile frameworks, this role leads incident response and postmortems to build automated workflows and improve end-to-end availability measurement.

Duties

• Model and simulate network demands into a Capacity and Topology Plan for the Backbone network.
• Work with large, complex datasets around data infrastructure and solve difficult ad-hoc analysis problems.
• Translate Layer 3 topology plans into engineering design packages by analyzing and publishing High Level Plans and Low Level Designs.
• Develop, communicate, and coordinate network contingency plans and capacity augments.
• Influence and support the development of new network hardware initiatives and evolving network topologies.
• Lead incident response, postmortems, and production improvements that result in automated workflows and better detection of network capacity constraints.
• Develop a framework for end-to-end availability and performance measurement of uptime and key network metrics.

Technical Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or a relevant technical field, or equivalent practical experience.
• 3 or more years of experience in Network Operations, Deployment, or Network Planning for large web-scale networks.
• Experience with statistical data analysis using tools such as R or Python, and database languages such as SQL.
• Knowledge of network infrastructure, including equipment and design principles for resiliency planning, covering both terrestrial and submarine networks.
• Experience analyzing large network engineering datasets to discern key inputs around demand, utilization, and deployment timelines.
• Experience in leading cross-functional network lifecycle projects and working with Software Development Lifecycle or Agile frameworks.
• Strong communication skills with the ability to explain complex problems clearly to partner teams.

A key member of the PMO team within Technology Delivery, the Technology Capacity Manager leads capacity planning across a growing technology team spanning multiple time zones, maintaining an accurate view of engineering supply and demand and establishing governance for both short-term and long-term decision-making. Collaborating across HR, finance, business, and delivery teams, this role develops forecasting models, identifies risks, and aligns capacity plans with recruitment and budget to mitigate supply gaps before they impact roadmap execution.

Functions

• Manage capacity covering supply and demand globally across a growing technology team spanning multiple time zones.
• Establish appropriate processes, tools, and models to define and collate planning inputs and generate insight and reporting.
• Identify risks and trends that may impact supply and demand, and develop plans to mitigate them.
• Coordinate with resource managers across the organization to assure confidence in forecasting.
• Work with business and delivery teams to ensure accurate demand-level forecasting down to individual team and resource type.
• Track forecast accuracy and use findings to refine and correct forecasting models over time.
• Establish governance to track, report, and manage capacity for both short-term and long-term decision-making.
• Partner with HR and finance teams to align capacity plans with recruitment and budget.

Position Requirements

• Bachelor's degree in Project Management, Technology, Business Administration, Finance, or a related field.
• 5 or more years of experience in capacity or resource management, or a closely related role.
• Experience in the digital or OTT technology sector.
• Strong understanding of technology supply and demand and staffing strategies.
• Strong analytical background with experience in establishing forecasting models and translating data inputs into meaningful outputs.
• Strong understanding of financial principles, governance, performance reporting, and financial control for substantial operations.
• Experience in driving governance and serving as a trusted strategic advisor to senior partners.
• Outstanding communication, influencing, and relationship management skills, with the ability to present complex information in a clear and digestible way.
• Collaborative working style with a pragmatic, proactive, and positive approach to problem-solving.

Accurate resource forecasting and staffing visibility depend on the Capacity Manager, who develops and improves operational data modeling capabilities, including vacancy tracking, headcount tracking, and multi-system capacity data integration, to support global planning across a pharmaceutical research organization. Based within a collaborative, cross-functional environment, this role manages external vendors, oversees outsourced analytics systems, and translates complex data findings into actionable global plans for stakeholders at all levels.

Accountabilities

• Develop and improve operational resource data modeling capabilities, including vacancy tracking, headcount tracking, and resource forecasting.
• Maintain resource and capacity data integration requirements from multiple global systems, including management of algorithms used for estimating resource forecasts.
• Validate data quality across reporting and analytical platforms.
• Perform data discovery and facilitate the incorporation of new datasets into existing analytics.
• Manage external vendor development of analytics tools and systems.
• Develop ad hoc reports and operational data models as required by stakeholders.
• Oversee outsourced vendors maintaining systems used in resource and capacity management.
• Lead lifecycle management documentation practices and testing strategy to support system improvements.
• Develop and maintain effective collaborations with key internal and external stakeholders.

Experience & Qualifications

• Bachelor's degree with emphasis in Finance, Accounting, Human Resources, or Life Sciences.
• Minimum 6 years of experience analyzing financial or operational data, or equivalent management consulting experience.
• Strong knowledge of enterprise-wide data warehousing options and reporting tools as a business user.
• Working knowledge of statistical modeling techniques such as regression modeling, ROI analysis, and portfolio attrition.
• Strong data analysis skills with the ability to communicate meaningful findings to stakeholders at all levels.
• Knowledge of tools used to support business operations data collection, such as SAP and AnaPlan.
• Strategic thinker and problem solver with emotional intelligence and the ability to translate solutions into viable global action plans.
• Strong teamwork behaviors and the ability to operate effectively across diverse cultures.

As the Capacity Manager, this role evaluates resources and proficiencies across the team to align the right skills, experience, and development interests to each audit engagement, optimizing capacity across both the Parks team and the broader division. The audit function relies on this work to ensure appropriate resource fit, address short-term and permanent placement needs, and surface skills gaps before emerging risks affect coverage.

Activities

• Assess audit plan coverage needs and teammate proficiencies to ensure appropriate resource alignment to audit work.
• Optimize staff capacity across the Parks team and division-wide to address short-term and permanent placement needs.
• Prepare and review staffing and capacity reports, researching plan variances and identifying drivers of over- or underutilization.
• Evaluate proposed capacity alignment recommendations and affirm or provide alternate recommendations as appropriate.
• Ensure resource scheduling infrastructure is efficient and capable of supporting timely impact analysis of plan changes.
• Support the annual skills assessment, analyze results to identify skills gaps, and monitor action plan development and progress.
• Monitor emerging risks, business changes, and turnover to assess potential audit skill gaps.
• Partner with Audit Development Managers and Senior Audit Managers to support individual development needs.

Professional Experience

• 5 to 10 years of experience in financial services, staffing and resource planning, or an Audit role.
• Knowledge of general bank policies, programs, procedures, and the Risk Framework.
• Strong organizational, analytical, and financial acumen with a focus on attention to detail.
• Expert-level proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Strong partnership and relationship-building skills with the ability to effectively challenge and influence senior stakeholders.
• Proven ability to develop executive-ready communications and presentations, with excellent written and verbal communication skills.
• Ability to prioritize work, manage multiple deliverables efficiently, and deliver on tight deadlines in a dynamic environment.

Capacity Manager leads the Data Centre Network Capacity team to deliver 12- to 18-month capacity plans covering Data Centre Network and Corporate WAN infrastructure, including Mechanical, Electrical, and site-level demand forecasting. The work directly supports efficient routing, resilience, and technology roadmap alignment across business and technical functions, driving automated reporting dashboards and consolidation of legacy devices.

Operational Focus

• Manage the Data Centre Network Capacity team to deliver high-quality capacity plans for Data Centre Network and Corporate WAN infrastructure.
• Provide modeled output for a 12 to 18 month Data Centre Network capacity plan including Mechanical, Electrical, and site-level demand.
• Plan and drive consolidation of legacy devices where appropriate.
• Ensure efficient routing and resilience in the event of network failure.
• Forecast breakpoints for existing technology and drive requirements into Data Centre Technology to inform roadmaps.
• Monitor, track, and communicate capacity delivery in line with traffic demand profiles.
• Engage across business and technical functions to ensure services consistently match needs and expectations.
• Drive the creation of automated reporting dashboards for data centre networks and IP address management.

Background & Experience

• Degree-level education or a professional qualification in a relevant field.
• Proven experience in Data Centre Network Capacity planning, ideally within a large commercial environment.
• Strong technical understanding of Data Centre Networks, including Firewalls, Load Balancers, Switches, and Routers.
• Experience in analyzing and resolving complex technology requirements associated with Data Centre platforms, systems, and services.
• Experience applying project management techniques, including planning, resource allocation, prioritization, and escalation.
• Familiarity with budget management and business proposals, including preparing and presenting business cases.
• Strong people management skills in a technical environment, including communication, negotiation, and conflict resolution.
• Strong influencing and persuading skills, with a demonstrated ability to drive process improvements and best practice adoption.

The Freight Carrier Capacity Manager produces cost-effective carrier strategies by recruiting and managing owner-operators and linehaul service providers, negotiating contracts, and overseeing trucking assets, personnel, and driver lane assignments to ensure seamless execution of linehaul services. Working closely with carrier partners through regular forecasting meetings, this role enforces DOT and contractual compliance, develops performance improvement plans, and procures capacity for special projects to support operational business goals.

Key Deliverables

• Recruit, hire, and onboard owner-operators and linehaul service providers for long-term partner relationships.
• Serve as the primary point of contact and maintain relationships with carrier service providers.
• Meet regularly with carrier partners to discuss forecasts and capacity information to improve planning.
• Negotiate contract amendments and develop carrier contracts and pricing to support new ventures and existing services.
• Monitor service provider performance and develop performance improvement plans as needed.
• Enforce service requirements for compliance with contractual obligations, DOT regulations, insurance, and safety rules.
• Research industry benchmarks and standards to develop partnerships with new service providers.
• Procure capacity for special projects and approve spot rates.
• Manage trucking assets, personnel, driver lane assignments, and equipment contracts, including leased assets.

Knowledge, Skills & Abilities

• 10 or more years of experience in a logistics leadership or management operational role.
• Strong knowledge of transportation industry regulations, contract law, and legal acumen related to carrier agreements.
• Exceptional negotiating skills.
• Demonstrated relationship management and accountability.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
• Excellent interpersonal, oral, and written communication skills, including writing, proofreading, and editing.
• Bilingual in English and Spanish required.

Embedded within a child welfare organization, the Capacity Manager develops analytics that forecast pipeline trends to inform capacity building and foster home recruitment, while directly managing the Centralized Intake Team across referral, intake, transfer, and discharge processes for multiple program sites. Working closely with Intake Specialists, Referral Specialists, and an on-call referral team, this role identifies service gaps, produces quarterly capacity reports, and ensures agency policies and regulatory requirements are met across all operations.

Areas of Ownership

• Serve as the central point of contact for all TAC, TFC, LTFC, and URM referral programs across sites throughout the state.
• Direct, manage, and train the Centralized Intake Team including Intake Specialists and Referral Specialists.
• Coordinate and oversee the on-call referral team to ensure coverage over weekends and holidays.
• Manage referral, intake, transfer, and discharge processes to ensure timely processing.
• Identify service gaps and develop strategies to improve efficiency across each process.
• Track data related to referrals, intakes, transfers, and discharges and report out as requested.
• Forecast and report pipeline trends to inform future capacity building and foster home recruitment.
• Create and distribute quarterly capacity reports reflecting each site's ability to meet contracted capacity.
• Provide weekly supervision to staff and interns while building a cohesive team and maintaining positive staff morale.
• Ensure agency policies are enforced, and effective operations are maintained through staff selection, training, and orientation.

Education & Experience

• Master's degree in Social Work, Human Services, or an equivalent field of study.
• At least 5 years of experience in child and family welfare.
• Prior experience working with refugee, immigrant, or diverse populations strongly preferred.
• Excellent clinical, therapeutic, and crisis intervention skills.
• Strong verbal and written communication ability.
• Bilingual fluency in Spanish and English, or other languages common to refugee and immigrant populations, preferred.
• Must have or be able to obtain professional licensure or registration in the state of the work location.
• Active motor vehicle license and a reliable automobile with adequate insurance coverage required.

Reporting to logistics operations leadership, the Capacity Manager develops carrier procurement strategies and oversees daily team performance by monitoring productivity and quality metrics, managing schedules, and driving adoption of committed capacity processes across shared services. Partnering with internal teams and customer-facing groups, this role leads functional projects, champions organizational transformation, and uses analytics to improve quality execution across the logistics function.

Role Responsibilities

• Coach and manage employee performance daily by monitoring productivity and quality metrics and working one-on-one to drive results.
• Encourage employee feedback through formal and informal channels and act on it to drive engagement and continuous improvement.
• Participate in recruitment, selection, promotion, and alignment of qualified and diverse talent.
• Plan employee schedules to ensure coverage and monitor weekly hours to manage personnel and overtime costs.
• Communicate strategic objectives and team performance metrics clearly, and ensure daily and weekly stand-ups are executed with quality.
• Drive adoption of strategic carrier procurement strategies by partnering with shared services and supporting the committed capacity process.
• Utilize analytics to drive decision-making, manage employee performance, and improve quality across the team.
• Lead and participate in functional projects, champion organizational transformation, and drive effective change management.
• Build and maintain positive relationships with internal partners and customer-facing teams to develop capacity strategies and ensure quality execution.

Qualifications & Experience

• High School Diploma or GED required; Bachelor's degree from an accredited college or university preferred.
• Minimum 3 years of related logistics experience, with capacity experience preferred.
• Previous supervisory or team leadership experience.
• Experience managing cross-functional projects and presenting to both internal and external audiences.
• Strong communication skills with the ability to build relationships, collaborate, negotiate, and influence.
• Proficiency in Microsoft Office Suite programs.
• Excellent time management skills with the ability to quickly adjust priorities based on business needs.
• Fluent in Spanish and English, written and verbal, for designated locations.

Sitting at the intersection of organizational development and agricultural research, the Capacity Manager designs and implements the Center's capacity development strategy while coordinating training programs, partnerships, and internship initiatives that strengthen rice value chain actors and staff performance across Africa. Operating across a multicultural, multidisciplinary environment and representing the organization in regional and global communities of practice, this role manages an annual budget and operational work plan to advance capacity building outcomes in alignment with research priorities.

Job Functions

• Design, update, and implement the Center's capacity development strategy and procedures.
• Coordinate and facilitate capacity development activities, programs, and projects to improve the performance of staff and rice value chain actors in Africa.
• Conduct capacity support assessments and develop and deliver tailored capacity support plans.
• Ensure oversight and supervision of the Regional Training Center.
• Build new partnerships and share information on training fellowship opportunities with relevant units and partners.
• Manage training and internship requests from students, trainees, and other partners.
• Collect, evaluate, and analyze data on capacity development activities and resource flows, and prepare analysis reports.
• Represent the organization in the CapDev Community of Practice and in capacity development matters at the relevant international level.
• Develop and oversee the implementation of an annual budget and operational work plan for the Unit.

Skills & Qualifications

• Master's degree in Agricultural Sciences or a relevant discipline with proven exposure to capacity development, training, human resources, or a related field.
• At least 5 years of experience in training and development, preferably in a leadership role within a cross-functional organizational model.
• Sound knowledge of the rice value chain in Africa or agricultural research chain values is an asset.
• Competency in instructional methodologies, progression theory, learning evaluation models, and various delivery methods.
• High proficiency in MS Office including Excel, Word, and PowerPoint, and at least one e-learning platform.
• Demonstrated experience in change management, with the ability to work under minimal supervision and handle multiple projects under pressure.
• Strong creative, strategic, analytical, organizational, and interpersonal skills.
• A commitment to teamwork and working in a collegiate manner.
• Ability to interact effectively with staff at all levels in a multicultural and multidisciplinary environment.
• Willingness to travel domestically and internationally, including to post-conflict or challenging states.