Location Details:

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time, others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or offsites.

This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands.

Join our team

The GoDaddy Workforce team that supports our Care and Services org is hiring a collaborative Senior Resource Planning Analyst, who is driven by data, operational excellence, and innovation. In this role, you will be part of the Forecasting and Planning team committed to ensuring GoDaddy has solid plans for our 21 global centers across 12 countries, making sure our Care Guides are always available when customers need them.

What you'll get to do...

• Partner with key internal teams to develop customer contact demand forecasts to meet business goals, customer needs, and financial commitments
• Deliver accurate 18-month rolling multi-channel workload demand forecasts (phone, messaging, etc.) based on process-based activities in professional services workflows
• Project operational performance including forecast variance projections, service level projections, and operational performance projections while ensuring model and algorithm accuracy based on actuals
• Partner with Care and Services Operations teams, Talent Acquisition, Learning, and Finance to develop capacity plans to meet goals and financial commitments
• Build and maintain accurate 18-month rolling capacity plans
• Provide timely and accurate staffing and hiring plans for different skill levels, channels, products, and services at GoDaddy to staff accurately for locations and times to meet demand
• Incorporate new hire class fill rates, training attrition, production headcount, production attrition, movement between groups, and ongoing training into staffing models
• Partner with GoDaddy's Talent Acquisition and Learning & Development teams to monitor hiring and training for inclusion in capacity and staffing plans
• Create models and ad-hoc queries to support business analysis to diagnose business performance and identify the root cause
• Apply metrics to understand how GoDaddy is performing and make recommendations on how to improve operational and financial performance

Your experience should include...

• Bachelor's degree in Finance, Economics, Mathematics, Applied Mathematics, Statistics and Probability, Operations Management, Process Management, or a similar field is required
• Knowledge of call center principles, standard contact center metrics, reporting, and tools
• Demonstrated ability to translate and document professional services workflows into detailed, sequenced process/workflow maps including the subcomponents/tasks of the overarching process/workflow, with guidance on how to quantify each subcomponent
• Ability to forecast future workloads based on historical information and current/new inputs mixing complex mathematical modeling and real-life heuristics
• Ability to translate future workload forecasts into projections of resources needed to complete the work, with thoughtful, balanced staffing suggestions to support the workload requirements, seasonal fluctuations, employee experience, and financial constraints of the organization
• Experience in operational subcomponent/task research and optimization in professional services environments (process analysis, optimization, and management)
• Proficiency with Microsoft Office (including advanced statistical and worksheet functions), business intelligence applications, and databases
• Good communication and collaboration skills, including the ability to communicate and collaborate equally well with senior leaders, business process outsource partners, and other teams

You might also have...

• Master’s degree
• Demonstrated ability to produce financial modeling based on the workload and workforce forecasts outlined above
• Basic data mining capabilities using SQL & Tableau report generation and modification preferred

We've got your back... Enjoy our many benefits (My Wallet), which may vary depending on role and tenure, including paid time off, 401k, bonus eligibility, equity grants and parental leave. Join one of our employee resource groups (Culture). Once approved, continue to have a side hustle if you have one (we love entrepreneurs, remember?). Most importantly, come as you are and make your own way.

About us... GoDaddy is empowering everyday entrepreneurs around the world by providing all of the help and tools to succeed online. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us (https://aboutus.godaddy.net/about-us/overview/default.aspx.)

GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

If you need help completing an application for a position with GoDaddy, please reach out to our Recruiting Team at myrecruiter@godaddy.com.

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.