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Customer Success Workforce Planning Manager

Ashley DigitalRemote (USA)552 Customer Success
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Salary
$90K - $110K USD
Job type
Full-time
Work mode
Remote
Posted
4 Sept 2026
Status
Open · checked 7d ago

About this role

The Customer Success Workforce Planning Manager position at Ashley Digital is a remote role based in the United States that involves directing long-term workforce strategy and capacity planning. This opportunity suits an analytical professional with extensive background in e-commerce customer experience operations who wants to shape strategic labor investments and staffing accuracy.

Role Overview

Exceptional client experiences start with strong labor organization. In this position, the professional oversees long-term capacity models and workforce strategies, making sure the team has adequate personnel at the right times. Responsibilities include translating business targets into actionable workforce schedules through forecasting, capacity modeling, labor analytics, and scenario planning. The individual works closely with the Director of AI, Data and Analytics, BPO partners, and customer service leadership to align labor strategies with evolving corporate objectives and customer demand.

Key Responsibilities

Own the long-term capacity strategy and workforce planning across all customer support channels.
Build workforce models that convert demand forecasts into hiring, staffing, and labor investment recommendations.
Conduct scenario and what-if analyses to evaluate the effects of changes in customer demand, productivity, shrinkage, channel mix, and AI adoption.
Partner with cross-functional leaders to integrate automation initiatives and business priorities into capacity planning assumptions.
Support headcount planning, annual budgeting, labor forecasting, and hiring strategies.
Analyze workforce performance metrics like occupancy, service levels, shrinkage, productivity, and utilization to find optimization opportunities.
Design executive dashboards and reporting tools to display workforce health, staffing risks, and capacity trends.
Perform root cause investigations on staffing variances to deliver data-backed recommendations.

Requirements

Minimum of 5 years of customer success workforce management experience, specifically in capacity planning, forecasting, strategic workforce planning, or workforce analytics within e-commerce.
Background supporting multi-channel customer support environments, including digital messaging, voice, email, chat, and SMS.
Practical experience using SQL, with a preference for PostgreSQL, to pull data and build independent reporting.
Deep understanding of workforce planning methodologies, including Erlang principles, shrinkage, occupancy, productivity, and long-term to short-term forecasting.
Familiarity with forecasting workforce shifts related to automation, AI adoption, or operational modifications.
Advanced capabilities in Google Sheets or Excel, covering complex formulas, PivotTables, Power Query, and financial or workforce modeling.
Experience utilizing workforce management platforms such as Assembled, NICE IEX, Verint, Calabrio, Genesys WFM, or Aspect.
Proficiency with visualization and BI tools like Tableau, Looker, Sigma, or Power BI.
Must reside and maintain legal work authorization within the United States.

Nice to Have

Experience working with Intercom and Fin AI.

Skills and Tools

Strategic Workforce Planning and Capacity Modeling
SQL (PostgreSQL)
Advanced Excel and Google Sheets
Workforce Management Platforms (Assembled, NICE IEX, Verint, Calabrio, Genesys WFM, Aspect)
BI and Visualization Tools (Looker, Tableau, Sigma, Power BI)
Scenario and What-If Analysis

Salary and Benefits

Annual salary ranging from $90,000 to $110,000.
Remote-first workplace environment.
Comprehensive health, vision, and dental insurance plans.
Health Savings Account (HSA) company contributions.
401(k) retirement plan with a company match component.
Flexible, take-what-you-need Paid Time Off.
Wellness benefits alongside a work-from-home office, cell phone, and internet stipend.
A complimentary mattress and a friends and family discount.

About the Company

Ashley Digital serves as the e-commerce engine behind Ashley Furniture Industries, operating as a fast-moving, collaborative team within the home furnishings sector. The organization combines the energy of a technology firm with the stability of an industry leader, driving the digital experience for millions of shoppers across multiple platforms.

How to Apply

Interested candidates should visit the official company careers page or reach out via the provided corporate contact channels to submit an application for this remote position.

Skills and tech stack

SQL

Questions candidates ask

Is this position fully remote?

Yes, this is a remote-first opportunity, though candidates must reside and hold work authorization within the United States.

What is the salary range for the Customer Success Workforce Planning Manager?

The salary for this role ranges from $90,000 to $110,000 per year, determined by factors such as background, skills, and experience.

What technical skills are required for this role?

Applicants must have experience using SQL (preferably PostgreSQL), advanced Excel or Google Sheets skills, and familiarity with workforce management platforms and BI visualization tools.

How many years of experience are needed?

Candidates need 5 or more years of customer success workforce management experience within a fast-paced e-commerce customer experience setting.

What benefits are included with the job?

Provided benefits include health, vision, and dental insurance, HSA contributions, a 401(k) with company match, flexible PTO, wellness benefits, technology stipends, and a free mattress.

Ready to apply?

The application is on the official Ashley Digital careers page.

Apply on company site