Headcount Planner, Ring Community Support

• Degree in mathematics, statistics, computer science, engineering, economics or related field with experience translating roadmaps and key performance indicators as well as recommendations to senior leaders -OR-
• 1 years of direct experience with Capacity Planning or Labor Hours modeling
• 1 years of experience in program/project management
• Experience working with statistical software packages to perform data analysis
• Experience utilizing SQL
• Advanced Excel and Access skills

Job summary
Ring is looking for an exceptional analyst who is passionate about the customer experience, who thinks/acts globally, and who will contribute to major innovations in customer service to join us as Headcount Planner. The ideal candidate will possess both an optimization background that enables them to manage quantitative planning, and a demonstrated ability to think broadly and strategically about customer service initiatives such as new product and project roll-outs on a global basis. The successful candidate will experience a wide range of problem-solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize headcount planning and hiring decisions.

This role can work out of the following locations: Glendale/Mesa AZ, Malvern PA, Mayfield OH, Austin TX, Hawthorn CA, or North Redding MA.

Key job responsibilities

• Create optimized headcount and hiring plans for Ring by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track exceptions
• Participate in new customer service projects and initiatives such as new business, skill, and contact channel roll-outs on a global basis. The successful candidate will design optimal CS capacity solutions for upcoming initiatives
• Coordinate with Operations, HR/Recruiting and Finance teams to analyze historical data and forecast demand
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
• Promote process improvement and standardization of processes across all sites in the network.

A day in the life
As a Headcount Planner, you will partner with Finance and Recruiting to determine appropriate staffing levels for the Ring Community Support contact centers, develop and leverage models to anticipate headcount needs by site/work type, be a key driver to the development of new hire class schedules based on anticipated needs and drive to meet key financial goals for the business.

About the team
Ring's mission is to help make neighborhoods safer. We believe that stronger communities are key to safer neighborhoods. That’s why we’re driven to create products that help customers protect what matters most at home and empower them to connect with their neighbors.

• MS or MBA preferred
• Prior experience in Customer Service or Operations preferred
• Operations Research or Capacity Planning experience strongly preferred
• Some programming experience is a plus to automate tools whenever appropriate
• Database Administration skills
• Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
• Excellent speaking-listening-writing skills, attention to detail, proactive self-starter
• Ability to work successfully in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Ability to develop new ideas and creative solutions
• Exceptional influencing and leadership skills

About Ring

Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring’s smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone -- while working hard to bring communities together. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you’re always home.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.