Exceptional analytical skills for data analysis and workload forecasting.
Ability to solve complex problems with a focus on business impact.
Agility in navigating ambiguity and articulating associated risks.
Technical proficiency in tools that support field operations and data analysis.
Strong leadership skills for managing and developing teams.
Excellent communication and interpersonal skills.
Bachelor's degree in business administration, Operations Management, or a related field preferred.
5+ years of experience in planning and field operations.
Responsibilities
Partner with capacity planning teams to ensure effective real-time operations.
Translate quantitative data into actionable recommendations to enhance performance.
Conduct gap analysis and collaborate on solutions to meet business goals.
Foster a culture of continuous improvement and hold team members accountable.
Cultivate strong relationships with cross-functional stakeholders to share performance insights.
Benefits
Comprehensive health and wellness programs.
Opportunities for professional development and training.
Support for work-life balance initiatives.
Retirement savings plan with employer match.
Paid time off and flexible scheduling options.
Full Job Description
Role: Senior Manager - Service Planning Reports to: Director - Planning Operations Status: Full-Time, Regular Location: Markham Compensation: $122,963 - $169,689
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications. Summary: The Senior Manager of Planning Operations will oversee planning and optimize resource utilization in our operations teams, working closely with the capacity management team to ensure service delivery for our customers. This role involves reviewing all trends and analysis from our field management system, presenting perspectives on how to optimize and adjust business rules or processes to reduce manual interventions within our systems while improving productivity and efficiency with our field partners. This role will require partnership with multiple stakeholders to present perspectives and gain alignment on strategic execution of daily operations. This role will also need to analyze and drive improvements so that we are meeting/exceeding our customer expectations on appointment availability.
Responsibilities
Work in partnership with capacity planning teams to execute on strategic playbooks; ensuring real-time planning operations are running effectively
Synthesize quantitative data into actionable recommendations and partner with the business leaders to review performance and productivity to inform decisions/plans as necessary to mitigate risk and optimize customer experience, and maximize resource utilization as well as spending.
Provide gap analysis and work with key stakeholders for mitigation solutions when business goals are at risk of not being achieved. (Cost-efficient levers that would deliver the right service level, cost, and customer satisfaction).
Promote a culture of continuous improvement and accountability within the team. Set clear performance expectations and provide regular feedback to meet team objectives.
Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of the framework and educate + inform stakeholders of performance results.
Qualifications:
Analytical Skills: Exceptional ability to analyze data, forecast workload, and implement effective strategies.
Problem-solving: Proven ability to identify problems, understand business impact, and provide corrective actions.
Agility: Ability to handle ambiguity and make calculated assumptions with associated risk articulation.
Technical Proficiency: Deep knowledge of technologies that support a field workforce and ability to identify and analyze data using tools/technology. As well as building models and databases.
Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
Communication: Excellent communication, listening, and interpersonal skills.
Education: A bachelor's degree in business administration, Operations Management, or a related field is preferred.
Minimum of 5+ yrs of progressive experience supporting planning and field operations (planning, forecasting, reporting + analytics)
Strongly preferred expertise and experience with configuration and tuning of field management systems optimizer
Proven experience in development and business planning (operations job and capacity management).
Certifications: Business Analytics and Workforce management certification is a plus.
