Senior Associate, Workforce Planning

About the team

We're looking for a Senior Analyst, Workforce Management to own demand and supply forecasting across Maven's multiple member-facing services and workflows, monitor operational metrics, and optimize Maven's workforce to ensure service level objectives are met while balancing cost. This role sits at the intersection of data, operations, and strategy, translating complex demand signals into workforce decisions that allow Maven's frontline teams to meet our members when they need us most.

As the WFM subject matter expert at Maven, you'll take what we do today and make it materially better — building the models, planning cadence, and analytics infrastructure behind our workforce strategy. You'll partner closely with Finance, Operations, and Product to design processes that are data-driven and built to evolve with the business.

How equity and inclusion shows up for this team: It's important that we have a culturally diverse team, as that is reflective of our diverse membership, which is something we strive to achieve.

What you'll own

• Develop and improve complex demand forecasting models across our multiple workflows / channels, translating demand trends into forward-looking workforce strategy.
• Own supply forecasting and capacity planning across the multiple channels / workflows — translating demand into staffing requirements by skill, shift, and channel, factoring in shrinkage, attrition, and ramp.
• Drive the ongoing planning cadence that hits service level targets while protecting unit economics — quantifying and communicating the cost/SL tradeoff to leadership.
• Drive forecast accuracy autonomously — modeling, back-testing, and iterating. You define the accuracy bar and raise it quarter over quarter.
• Build and maintain workforce reporting infrastructure and dashboards that give operational leaders real-time visibility — and use them to drive RCA when SL or cost variances occur.