Director, Workflow Forecasting and Analytics (Workforce Management)
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Jetblack is a members-only, text-based personal shopping and concierge service that combines the convenience of e-commerce with the customized attention of a personal assistant. With the ultimate goal of creating the next step change in retail through conversational commerce, Jetblack promises members the fastest, most delightful end-to-end shopping experience possible. As the first stand-alone company incubated by Walmart's Store No. 8, Jetblack is on a mission to give time back and make life more enjoyable. Jenny Fleiss, the CEO and co-founder of Jetblack, previously co-founded Rent the Runway, a business that has transformed the retail industry by making designer clothing rentals a convenient and accessible luxury experience for millions of women. About the Role: This position will report into the Head of Workflow and provide meaningful insight and recommendations on complex business challenges. Position will utilize tools, data and Workflow methods to optimize customer demand and labor resources while increasing service and reduce costs. An organizer - You have superb organizational skills, attention to detail, and ability to outline and execute a plan in a methodical, structured way. A creative problem solver - You have the ability to think outside of the box and maintain a flexible approach to problem solving. A numbers guru- You ??re analytical and feel comfortable using numbers to dissect problems and communicating insights to the broader team. A balanced thinker- You ??re obsessed with the details but can see the big picture and contribute to ideas on how to make us an even better company than we are today. What you ??ll do: Lead workflow dashboard design and development Strategic projects - Work cross-functionally on priority strategic projects alongside business area leadership Executive communications - Help to prepare materials for all management and board meetings; develop messaging and storyline Operations strategy - Leverage Business Intelligence analyses to prioritize and measure against initiatives and company objectives Forecast conversation volume, handle times and units sold Forecast daily and interval patterns 5 weeks in advance Develop and implement scheduling and intraday processes Work collaboratively with Workflow team and other operational leaders Oversee and maintain workflow models using statistical data to ensure accuracy and predictability. What you should have: At least +5 years of total work experience forecasting for a contact center environment BA/BS Degree Strong knowledge of SQL and Power BI Proficient in Microsoft Office suite Strong PowerPoint and Excel skills Ability to communicate throughout the organization Pay, perks & such Our benefit package includes a monthly gym stipend, a generous parental leave program, leading healthcare options, 401k matching, and more! We offer unlimited vacation and a great culture filled with quarterly outings, happy hours, work out classes, celebrations, and clubs. We host bi-weekly lunch ??n learns and weekly all-hands meetings. Most importantly, we empower employees to dig in and focus on solving big consumer problems. Join us! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Will you now or in the future require \"sponsorship for an immigration-related employment benefit\"? * For purposes of the following question \"sponsorship for an immigration-related employment benefit\" means \"an H-1B, O-1, E-3, TN or 'job flexibility benefit' (I-140 portability or Adjustment of Status portability) for adjustment status applications pending for 180 days or longer. \" It is the policy of to provide equal employment opportunity for all applicants and employees. The company does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, age, disability, military or veteran status, marital status, sexual orientation, or any other statutorily protected class or status. We also make reasonable accommodations for disabled applicants and employees. To help us comply with federal/state equal employment opportunity record keeping, reporting and other legal requirements, we would appreciate you voluntarily providing the information below. 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