Role: Senior Manager - Service PlanningReports to: Director - Planning OperationsStatus: Full-Time, RegularLocation: 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.
