[Remote] Program Manager II, Workforce Capacity Planning (Contract)

Note: The job is a remote job and is open to candidates in USA. Pinterest is seeking a Workforce Management professional for the role of Program Manager II in Workforce Capacity Planning. This role involves owning real-time, short-term, and long-term capacity planning for specialized cross-functional teams, requiring collaboration across various departments to support user safety and platform integrity.ResponsibilitiesManage and process capacity requests received through Jira from XFN teamsTrack and continuously update headcounts by team, location, and skillset for both internal and BPO staffPerform demand analysis, ensuring an understanding of volume and AHT fluctuations and changesCreate and update week-over-week capacity plans to allocate staff to forecasted demand, flagging any gaps in coverage, and providing recommendations to solveUtilize excess staff by maintaining a steady pipeline of ad-hoc workIn partnership with the Vendor Management teams, work directly with our BPOs to align on productivity and scheduling expectationsQueue governance: ensure queues are categorized correctly and assigned to the correct skill groups, making changes and updates as neededProvide live-monitoring of BPO throughput and real-time WFM support during incidents and escalations, as well as in XFN slack channelsAttend XFN meetings and weekly BPO business reviews, capturing relevant content to share out with the broader WFM teamPresent capacity updates to leadership and XFNsLog incidents and issues affecting staffing and workloadSupport the annual budget process by creating long-range staff plans 1+ year outRun capacity and footprint scenarios to increase efficiency and optimize staff / costAdjust the AHT forecast based on staff tenure & skill levelPerform RCA of variance to capacity forecast and misses in productivity and TAT targetsAlign BPO schedules to daily and interval-level demandLeverage our AI tools to design, accelerate, and simplify processesOther duties as assigned to support the WFM functionSkills4+ years of Workforce Management experience, specifically in short-term and long-term capacity planning for back-office / non-voice operational teams4+ years of process management and improvement experienceThorough understanding of capacity math (turning workload into FTE requirements), and workforce metrics (AHT, Shrinkage, TAT, MAPE, Occupancy, etc.)Proficiency Google Suite: docs, sheets, charts, complex formulas, connecting and importing dataMeticulous attention to detail is required to maintain a high bar of qualityComfortable and confident presenting in front of leadership and large audiences + working directly with BPOsAbility to navigate ambiguity and maintain high productivity in a startup environment where tools and processes are not yet establishedProficiency in Slack functionality with ability to manage intraday requests and communications from a large number of slack channelsSituational task management skills: able to work under pressure in a fast-paced environment while pivoting quickly to changing prioritiesExperience with backlog forecastingTrust & Safety experienceWFM real-time / live support experienceSQLExperience working in ZendeskBenefits100% Remote USW2 Contract through end of the year- high potential to be extended or converted to FTECompany OverviewPinterest is a visual bookmarking tool for saving and discovering creative ideas. It was founded in 2010, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.pinterest.com/.