CAPACITY PLANNING MANAGER JOB DESCRIPTION

Forecast misalignment in a global tech organization compounds quickly. When headcount projections diverge from actual demand by even a few percentage points, delivery timelines slip, finance reviews stall, and leadership loses confidence in the data they depend on to make hiring decisions. The Capacity Planning Manager owns the modeling infrastructure that keeps those projections honest, operating within engineering, operations, or product delivery organizations that may span thousands of heads across multiple time zones. What makes this role genuinely hard is the breadth of the dependency chain: Finance, HR, and delivery leadership all draw from the same capacity models, and accuracy is non-negotiable.

Success as a Capacity Planning Manager means translating workforce supply-and-demand signals into forecasting models that senior leaders can act on with confidence, directly shaping headcount strategy for technology organizations operating at scale. The role typically spans cross-functional partnerships with HR, finance, and engineering delivery teams, with scope that extends across business units, geographies, or OTT/digital platform lines depending on organizational structure.

Career Impact: Owning enterprise-wide capacity models for a technology organization at scale builds the kind of forecasting credibility that translates directly into senior operations or workforce strategy roles.

Business Impact: Accurate headcount projections reduce variance against recruitment and finance plans, giving leadership a reliable basis for resource allocation decisions across global delivery teams.

Growth Opportunity: Experience modeling demand for multi-thousand-head tech organizations, including OTT or digital platform contexts, positions you to step into Director-level workforce strategy or Chief of Staff roles within operations.

• Design and maintain short- and long-term capacity models covering workforce supply and demand across business units and geographies.
• Forecast headcount requirements at the team and resource-type level by integrating roadmap inputs from engineering and delivery functions.
• Define data requirements and partner with data and engineering teams to build automated, self-service planning and reporting solutions.
• Monitor forecast accuracy over time and implement iterative corrections to improve model reliability and reduce planning variance.
• Coordinate with HR and finance to align capacity plans with recruitment pipelines and budget cycles, tracking variance as required.
• Establish governance frameworks to report on capacity risk, track supply-demand gaps, and enable both short- and long-range decision-making.
• Identify workforce risk trends and develop mitigation plans in collaboration with resource managers across the organization.
• Produce executive-level reporting, including weekly, monthly, and quarterly operational health summaries for senior leadership audiences.

• Bachelor's degree in Business Administration, Finance, Computer Science, Operations Research, or equivalent work experience.
• 5 or more years of capacity planning, workforce analytics, or resource management experience, with demonstrated ownership of enterprise-scale forecasting models.
• Proficiency in SQL and at least one scripting language such as Python, with the ability to build and maintain analytical pipelines.
• Experience developing executive-level reports and operational dashboards, with strong ability to communicate complex quantitative findings to non-technical stakeholders.
• Demonstrated competency in financial modeling principles, including gearing ratios, headcount budgeting, and variance analysis against plan.
• Proven track record of defining data structures and working cross-functionally with data engineering or BI teams to deliver automated reporting solutions.
• Strong organizational and prioritization skills with experience managing multiple planning cycles across concurrent stakeholder groups.

• Advanced degree (Master's or PhD) in a quantitative field, or PMP/PgMP certification.
• Experience operating within OTT, streaming, or digital platform technology organizations with distributed global workforces.
• Familiarity with Agile delivery environments and the resourcing patterns that accompany sprint-based planning cycles.
• Demonstrated application of Six Sigma or Lean methodologies to capacity modeling or operational process improvement.

• Forecast accuracy rate, measured as the percentage variance between projected and actual headcount demand per planning cycle.
• Budget-to-plan variance, tracking how closely approved headcount spend aligns with finalized capacity models across quarterly reviews.
• Report delivery SLA, reflecting the percentage of weekly and monthly operational summaries published on schedule.
• Time to baseline a new model, measuring how quickly revised forecasting frameworks are operationalized after scope changes.
• Stakeholder confidence score (NPS or equivalent), capturing senior leadership satisfaction with planning insight and reporting clarity.
• Typical tools: Business intelligence and visualization platforms (commonly Tableau or Power BI); workforce planning and BI infrastructure (commonly Quicksight, Excel at an advanced level).

• Base Salary Range: $115,000 - $155,000 annually, depending on scope and location
• Bonus: Annual performance bonus, typically 10-15% of base salary
• Equity: RSU grants common at larger technology employers; varies by organization size
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15-20 days annually; additional sick leave per jurisdiction
• Common Perks: Remote or hybrid flexibility, learning and development budget, employee assistance programs

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 role. All qualified applicants will receive consideration 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 reasonable accommodations during any stage of the hiring process may request them at any time. Candidates must be authorized to work in the United States.

The Capacity Planning Manager owns end-to-end capacity modeling and operational reporting, generating daily, weekly, and monthly health reports to guide leadership decisions. Collaborating with data engineering and cross-functional stakeholders, this role delivers automated self-service reporting solutions and process improvements that increase customer satisfaction and support recurring budget reviews with finance.

Key Responsibilities

• Generate daily, weekly, and monthly team reports of operational health and volume to inform operational leadership.
• Define data requirements and structure to build automated, self-service rollup reports and partner with data engineering to facilitate end-to-end solutions.
• Take ownership of process modeling, improvement, and documentation.
• Design and run experiments to drive operational improvements and increase customer satisfaction.
• Develop team capacity modeling and monitoring reports to support recurring budget reviews with finance.

Required Qualifications

• Bachelor's degree or equivalent work experience in a relevant field.
• 4+ years of data analytics or data science experience, or 2+ years with a Master's or PhD.
• Experience with consumer behavior and operational analysis, including large-scale capacity modeling and executive reporting.
• Professional FinTech experience and understanding of data architecture systems, including data warehousing and analytics.
• Strong proficiency in SQL, databases, and scripting technologies such as Python, with the ability to work in Unix-based operating systems.
• Proficiency in business reporting and visualization tools, as well as Microsoft Excel, PowerPoint, and diagramming software.
• Experience with software engineering tools such as version control systems, project tracking platforms, and collaboration tools.
• Familiarity with Agile methodologies including Project Management, Change Control, Incident Management, and IT Controls.
• Strong communication and influencing skills, with experience presenting findings to cross-functional stakeholders and leadership.

Embedded within workforce staffing operations, the Capacity Planning Manager, Workforce Staffing builds and maintains capacity models for people implementation across global regions. Working closely with business intelligence teams and operational leaders, this role delivers gearing ratios, projection insights, and organizational models that align labor planning with forecasted demand.

Core Functions

• Build and maintain capacity models for people implementation.
• Evaluate and report on labor and capacity structure across global regions.
• Define and monitor program benchmark analytics.
• Develop gearing ratios for operational capacity planning for workforce staffing teams.
• Centralize projection and volume insights through business intelligence tools.
• Model weekly and monthly business review data.
• Design organizational models for implementation projects based on forecasted labor inputs.

Qualifications & Experience

• Bachelor's degree or equivalent professional or military experience, with a Master's degree preferred.
• PMP or PgMP certification preferred.
• 5+ years of experience in a role requiring application of analytic skills such as financial, business, or data analysis.
• Capacity planning experience with proven application of Six Sigma tools and Lean techniques.
• 3+ years of experience developing requirements, related documents, and process flows.
• 1+ year of experience in Python or scripting languages, writing ETL jobs, or other automation scripts.
• Advanced proficiency in Excel and knowledge of basic data visualization techniques.

Reporting to senior network leadership, the Capacity Planning Manager leads a team of Network Data Scientists to manage the Broadband Capacity Management cycle, ensuring infrastructure is deployed at the right time and place. Partnering with Service Management, Finance, Architecture, and Project Delivery, this role shapes multi-million-pound business cases and drives investment decisions that support data-driven network strategy.

Primary Duties

• Lead, support, and encourage a team of Network Data Scientists across group territories, setting priorities and direction.
• Manage the Broadband Capacity Management cycle, ensuring the right infrastructure is deployed at the right time and place.
• Leverage and develop Network Modelling and Strategy capabilities to inform investment and data-driven decision making.
• Describe scenarios and articulate recommendations on the implications of future architectures, technologies, and products.
• Create, sign off, and regularly revise multi-million-pound business cases, articulating value in customer, technical, risk, and financial terms.
• Act as a connector between Service Management, Finance, Architecture, Design, Project Delivery, and Network Data Science.
• Own regular reporting, KPI creation and tracking, and ad-hoc analysis.

Skills & Qualifications

• Proven knowledge of Broadband Network technologies, including IP, CDN, and Routing.
• A keen curiosity about emerging technologies.
• Experience building business proposals, what-if scenarios, and presenting business cases to technical and non-technical audiences, including executives.
• Sharp analytical and critical thinking skills with a systematic and disciplined approach to problem-solving.
• Strong interpersonal skills with the ability to engage technical and business stakeholders with confidence and gravitas.
• Excellent communication and presentation skills, with the ability to distil complex outputs for diverse audiences.
• Self-motivated with strong prioritization skills and a collaborative working style.

Sitting at the intersection of technology and human capital strategy, the Capacity Planning Manager manages global technology workforce capacity covering supply and demand across a team of over a thousand heads. Operating across HR, finance, and delivery teams, this role builds planning models and governance frameworks that enable accurate demand-level forecasting and short- and long-term workforce decisions.

Duties

• Manage global technology workforce capacity covering both supply and demand across a team of over a thousand heads.
• Establish processes, models, and planning inputs to generate appropriate insight and reporting.
• Identify risks and trends impacting supply and demand, and develop mitigation plans.
• Coordinate with resource managers globally to ensure confidence in forecasting.
• Work with business and delivery teams to maintain an accurate view of the roadmap for demand-level forecasting.
• Track forecast accuracy and refine models continuously based on results.
• Establish governance to track and manage capacity, enabling short- and long-term decision-making.
• Partner with HR and finance to align capacity plans with recruitment and budget plans, tracking variance as required.

Requirements

• Bachelor's degree in Project Management, Business Administration, Finance, Technology, or a related field.
• 5+ years of experience in capacity or resource management, with a track record of establishing efficient, repeatable processes.
• Strong understanding of financial principles, technology supply and demand, and staffing strategies.
• Experience in driving governance, performance reporting, and financial control for large-scale operations.
• Strong analytical background with experience building planning models and tooling to drive meaningful insight.
• Outstanding communication, influencing, and relationship management skills, including with senior stakeholders.
• Collaborative, pragmatic, and proactive approach to problem-solving with the ability to relate complex information simply.

A key member of the transportation and supply chain team, the Transportation Capacity Planning Manager leads carrier award procurement, routing guide compliance, and continuous operational improvement across domestic freight networks. Collaborating across materials, supply, and demand planning teams, this role builds carrier scorecards and analytical reporting that reduce unplanned costs and strengthen transportation chain performance.

Functions

• Identify gaps in the transportation routing guide via service, cost, and network analysis.
• Collaborate with materials, supply, and demand planning teams to incorporate forecasts and outside input into transportation planning.
• Monitor carrier award compliance and identify drivers of non-compliance.
• Lead initiatives with peers and leaders to mitigate unplanned costs and service impacts.
• Host daily and weekly carrier communication engagements, including routine carrier scorecarding calls.
• Identify root cause failures using data and engage relevant peers and managers to provide recommendations for resolution.
• Support the development and improvement of reporting, carrier scorecards, and contract management.
• Identify opportunities with internal and external stakeholders to improve the transportation chain toward best-in-class performance.

Experience & Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, or a related field.
• 5+ years of experience in supply chain procurement and U.S. domestic transportation as a shipper or carrier.
• Experience in the consumer packaged goods industry.
• Advanced to expert proficiency in Microsoft Excel, including pivot tables, IF statements, and vlookup.
• Experience with multiple TMS, WMS, and order management systems.
• Experience with data visualization tools such as Tableau or PowerBI, and ERP platforms such as SAP or JDA.
• Business writing, formal presentation, project management, and sales skills are a plus.
• Operational, budget-oriented, and customer service mindset.

Sustaining on-time production across sewing and textile facilities depends on the Capacity Planning Manager, who develops and maintains short- and long-term schedules that balance demand against plant capacity. Based within production planning operations and reporting to top management, this role leads weekly compliance tracking, inventory alignment, and multi-facility schedule negotiations to keep production on track.

Accountabilities

• Balance weekly scheduling in sewing plants according to demand and sewing capacity of each plant.
• Develop short-term and long-term plans and schedules for sewing and textile facilities, including AOP programs.
• Negotiate detailed short-term capacity with sewing facilities using the 13-week schedule process.
• Update system information related to new sewing facilities and newly adopted styles for cutting and sewing plants.
• Create, maintain, and review system-generated programs to ensure compliance with expedites and production planning requirements.
• Provide weekly information on new styles assigned to region to contract, plant, planning, logistics, quality, and industrialization managers.
• Maintain monthly reviews of textile capacity versus sewing capacity by fabric to ensure long-term schedule coverage.
• Inform top management of any issues related to production and capacity planning that could affect the business.

Technical Qualifications

• High school diploma required.
• 5 to 7 years of relevant experience in production planning.
• In-depth knowledge of apparel planning, sewing specifications, sewing equipment, and production control processes.
• Knowledge of the apparel industry, including cutting and sewing operations, product specifications, and industrial engineering principles.
• Proficient computer skills, including Microsoft Excel, Word, PowerPoint, and AS400.
• Bilingual in English and Spanish at a B2+ level or higher.
• Strong communication skills across multiple organizational levels.
• Flexible and able to work under pressure to meet sewing plant requirements.

As the Workforce & Capacity Planning Manager, this role leads the development and maintenance of a 12-month forward demand plan while overseeing vendor relationships, resource onboarding, and KPI reporting across a financial services environment. The operations team relies on this work to maintain accurate supply and demand forecasts, ensure training readiness for agile and third-party resources, and support delivery across multiple jurisdictions.

Activities

• Develop and maintain a 12-month forward demand plan in collaboration with stakeholders.
• Manage vendor relationships, including participating in selection processes, tracking commercials, reconciling invoices, and escalating issues.
• Oversee onboarding and offboarding of permanent and third-party resources, coordinating with IT and HR to ensure timeliness and accuracy.
• Ensure appropriate training curricula are in place for agile team members and third-party resources.
• Engage senior management and delegates to manage demand forecasts, track feedback, and address delivery and vendor issues.
• Develop and manage operational trackers, supply and demand reports, and KPI management reports.
• Provide general team management support, including performance management, career development, and pastoral care.

Position Requirements

• Graduate with 6+ years of experience in accounting, compliance, or client delivery within the financial services sector at a Senior Manager or Director level.
• Experience with registered office services, corporate administration, governance, regulatory compliance support, and fiduciary services is beneficial.
• Proven ability to manage 10 to 20 resources across multiple jurisdictions.
• Vendor management experience, including request for proposal processes.
• Excellent workforce planning and people management.
• Good oral and written communication skills.

Capacity Planning Manager delivers optimal capacity plans for a worldwide contact center network supporting tens of thousands of headcount, managing trade-offs between customer experience, employee experience, and cost-effectiveness across multiple operating units. The work directly supports strategic and tactical planning decisions by aggregating data from multiple sources, forecasting contacts, and publishing daily, weekly, and monthly KPIs that drive meaningful operational outcomes.

Operational Focus

• Create optimal capacity plans by managing trade-offs between customer experience, employee experience, and cost-effectiveness across multiple operating units and sites.
• Forecast contacts and plan capacity for a worldwide contact center network supporting tens of thousands of headcount across multiple businesses and geographies.
• Communicate dependencies, manage exceptions, and partner with customer service technology teams on new initiatives and global project rollouts.
• Define data elements and structures to enable analytical capabilities for product management and engineering teams.
• Design, implement, and support platforms that provide operations teams ad-hoc access to large datasets.
• Enable effective decision-making by aggregating data from multiple sources into digestible, actionable formats.
• Track and publish KPIs on a daily, weekly, and monthly basis, performing analysis on behaviors or processes that could impact data integrity.
• Participate in strategic and tactical planning discussions and finalize annual goals with operations leadership.

Knowledge, Skills & Abilities

• Bachelor's degree in Computer Science, Engineering, Operations Research, Math, or a related discipline.
• 5+ years of experience in a business analyst, data analyst, or statistical analysis role, with 3 to 5 years in forecasting, planning, and scheduling.
• Advanced forecast modeling skills, including safety stock optimization and sensitivity analysis.
• Advanced SQL skills and fluency in R and Python.
• Intermediate to advanced knowledge of other programming languages such as Perl or Unix shell scripting.
• Proficiency in business intelligence, data visualization, and reporting tools such as Tableau, as well as advanced Microsoft Office skills including Excel.
• Excellent written and verbal communication skills.
• Ability to display complex quantitative data in a simple and intuitive format.