Manager of Workforce Planning and Analytics at Imperfect Foods
Tucson, AZ, US
Imperfect Foods was founded in 2015 with a mission to reduce food waste and build a better food system for everyone. We offer imperfect (yet delicious) produce, affordable pantry items, and quality meat and dairy. We deliver them conveniently to our customers’ doorsteps and pride ourselves on offering up to a 30% discount compared to grocery store prices. Our customers can get the healthy, seasonal produce they want alongside the grocery staples they rely on, without having to compromise their budget or values. We’re proving that doing the right thing for the planet doesn’t have to cost more, and that shopping for quality ingredients can support the people and resources that it takes to grow our favorite foods.
 
We're headquartered in San Francisco with operations all over the country. Check our website to see if there is an Imperfect near you!
 
We're looking for folks who are positive, motivated, and ready to change the world. If that sounds like you, drop us a line!
 
How we are protecting employees from COVID-19
 
At Imperfect Foods, employee health and safety is our top priority. We have implemented processes and precautions to prevent the spread of COVID-19 in our facilities. We provide gloves, masks, and hand sanitizer to all essential employees who must report to work. Before entering our warehouse, employees have their temperatures checked. In addition, we take great care to ensure frequently touched surfaces are sanitized throughout the day and all warehouses are fully sanitized weekly.
 
We have also implemented an Emergency Sick Leave policy providing full-time and part-time employees 2 additional weeks of paid time off and up to 26 weeks paid leave if they have a confirmed case of COVID-19.
 
About the Role: 
 
The Manager of Workforce Planning and Analytics will be an experienced leader over a wide range of CC operational areas.  This position is a key role for the department in ensuring that all non-customer facing work is efficient and effective, with a highly engaged team that constantly drives improved performance. Although this role is not customer facing, the efforts of this position directly impacts Imperfect Foods Customers. 
 
This role will require a track record of effective communication, strong resource management, analytics experience, and the ability to lead through influence.  While managing the day to day in vastly different functional areas that roll into CC operations, the position is responsible for driving new initiatives and programs that align with our mission, vision, and values.  We always bring an appetite and this role is no exception.  This requires the ability to be strategic and drive continuous improvement.

Responsibilities

    • Drive employee engagement and high-performance culture of the Customer Care Operations team, ensuring SLA attainment for multiple channels, KPI achievement aligned to company OKR’s, cost containment, etc
    • Effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, encouragement, and empowerment
    • Create, implement, manage and evaluate operational processes
    • Lead the scaling of the Customer Care department which includes preparing the team for changes in the future, managing the team’s change resilience and minimizing performance impacts that can be associated with change
    • Own performance metrics and strategic projects to ensure the continual success of the customer and the department, such as staff forecasting, workforce management, knowledge management and implementation of customer feedback
    • Research, analyze, and prepare various weekly, monthly, and ad hoc analyses/reports. Provide short and long term forecasting, identifying areas of concern and recommending actions for improvement. Provide recommendations to leadership for final decision making.
    • Partner closely with the Senior Director of Customer Care to forecast and finalize the departmental budget and monitor departmental spending to ensure that it is within budget
    • Develop qualitative and quantitative targets to improve overall customer experience and team productivity; this includes creating business reports (daily, weekly, monthly) to continuously improve service levels and other qualitative KPIs
    • Forecast and track key support metrics across the department including those impacting service levels and productivity
    • Drive and own new projects, new business opportunities, and proposals
    • Create and present cost-benefit analyses regarding recommended changes to CC operations

Skills and Qualifications

    • At least 5+ years of experience within a management or leadership position in customer support -  specific to forecasting, intraday management, and business analysis 
    • At least 2-4 years experience working with Workforce Management Software solutions
    • 5-7 years of experience with a focus on operational efficiency, customer service, or call centers in high-growth environments
    • Experience with Zendesk or similar customer service software
    • Experience in program and project management without direct oversight of your stakeholders
    • Expert level of expertise with Microsoft Excel, CRM systems, SQL, and/or Lean analysis.
    • Proficient in Microsoft Office, Google Drive, and SLACK
    • Excellent written and verbal communication skills
    • Highly organized and strong attention to detailAbility to problem-solve and think on your feet 
    • Bachelor’s degree preferred

About You

    • You are a self-starter with a strong sense of urgency and accountability and has an excellent focus on attention to detail with the capability to work and make decisions in a fast-paced environment
    • You are data-driven, have a forward-thinking mindset with the ability to problem-solving complex issues to drive shared goals and outcomes across internal and external teams
    • You are an inspirational leader who brings great energy to your environment
    • You have proven experience in leading teams through major change and is comfortable that there may not always be a defined plan, path, or process
    • You can’t stop learning.  You love to learn new things and be challenged
    • You maintain composure and act as a role model to the team when presented with change or when results were not as expected
    • You’re passionate about our mission to eliminate food waste and create a better food system for all

Details of Position

    • Full-time exempt position reporting to the Senior Director of Customer Care
    • Open to candidates nationwide 
    • Preferred candidate location is Tucson, AZ
    • Salary and employee stock options commensurate with experience
    • Competitive benefits package including health care, paid vacation, 401K, paid parental leave, and recurring credit towards your Imperfect account!

Physical Requirements

    • Sedentary work; involves sitting most of the time
    • Occasional movement around the office may be necessary; or in a remote, work from home environment
    • Regular work with computers, including keyboards, mouses, and screens
    • When in the office environment, standing desks and / or other ergonomic accommodation is available upon request
    • Regular use of mobile devices, including smartphones and tablets
Individuals seeking employment at Imperfect Foods are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
 
U.S. E-Verify Notice: Imperfect Foods participates in E-Verify in the United States. Imperfect will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.