Director, WFM and Capacity Planning (Support and Services)



Customer Service
Boston, MA, USA
Posted on Wednesday, March 6, 2024

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Klaviyo is looking for a Director of capacity Planning & Workforce Management OPS & Analytics (Support & Services) to join our growing Customer Success Operations function. In this role, you will report to the Sr. Director Customer Success & Support OPS & Analytics, partnering closely with Customer Success and Support leadership to lead and own Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling, Analytics & Insights, Target and SLA attainment analysis, and closed-loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers.

The ideal candidate has strong skills and experience in analytics, technology, and capacity planning/workforce management for a Global 24x7 Support and Services organization. In this position, you will be responsible for supporting our global and regional team of Capacity planners, Workforce schedulers, Real-Time scheduling analysts, and vendor partners for the rapidly expanding Support and Services organizations. The role requires the ability to work with a variety of key stakeholders across job functions on a worldwide basis including key Support and Services global and regional leaders, regional HR business partners, regional recruiting teams, and partners in Operations, Analytics, Business Intelligence, and Engineering Operations.

The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on creating solutions for our customers with exceptional relationship management with senior and executive stakeholders and partners

How you will make a difference:

  • Lead and own Support Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling and closed loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers:
    • Demand Forecasting: Analyzing historical data and trends to predict future customer support needs and call volume at regional, product, shift level accuracy meeting support SLA goals
    • Staffing Requirements: Determining the number of support agents required to meet the forecasted demand, considering factors like service level goals and response time targets.
    • Scheduling: Creating efficient work schedules that match agent availability with peak demand hours and minimize overstaffing or understaffing. Agree and establish benchmarks with leadership on errors in addressing peak demand hours, monitoring and corrections
    • Performance Metrics Monitoring: Proactively monitor established key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction to monitor and improve support team performance.
    • Workforce Flexibility: Develop models and strategies to adapt to unexpected fluctuations in demand, such as call spikes or seasonality.
  • Lead and manage Professional Services capacity planning and workforce scheduling
  • Manage and own Support Analytics including scorecards, self-service dashboards, SLA measurement frameworks and outcomes, targets and attainment analysis
  • Influence design and requirements of Capacity Planning, Workforce management and Analytics solutions in partnership with Systems, IT, Customer Success Analytics, Business Intelligence and Data Science while overseeing continuous innovation and communication to both your business stakeholders and other operations business partners
  • Proactively partner and collaborate with senior business leaders and systems teams to recommend right tools and technology to efficiently handle customer inquiries, propose and evaluate improvements needed in ticketing systems, knowledge bases, and customer relationship management (CRM) software.
  • Deliver plans for hiring and staffing across Customer Success and Support that will allow organization to scale to customer demand; partner with Strategy and Planning function for headcount submission and quarterly true-ups
  • Partner with senior Business leaders, HR and recruiting to ensure alignment on headcount and staffing goals including true-ups on attrition impacts
  • Collaborate and influence business owners and executives, drive thoughtful and data-driven decision-making, and adapt to a rapidly-evolving environment; leverage data to proactively identify areas of disruption and partner with business leaders to mitigate
  • Drive creation of new tools and processes that enable Leadership to diagnose the business and achieve operational goals while demonstrating excellent stakeholder-management skills
  • Continuously develop, coach and mentor your team; create an inclusive culture for collaboration that fosters trust and honors diverse perspectives and experiences
  • Demonstrate strong knowledge of operational systems and structures for facilitating collaboration within a dynamic organization; change management, strategic planning, and/or project management skills preferred
  • Drive accountability across Capacity Planning and Workforce management function, Operations, Analytics & Strategy teams through implementation of consistent mechanisms

Who you are:

  • You have 12+ years of professional experience leading and developing multi-skill, multi-product staffing demand and capacity models; with functional expertise on staffing and scheduling in a scaled global 24x7 Support organization for a SaaS or subscription based business
  • You have demonstrated skills in data driven decision making managing customer SLAs through workforce productivity and executing workforce management strategies
  • You bring strong analytical skills; demonstrated experience in quantitative data analysis - creating and analyzing business information, creating and leveraging dashboards and tracking key business metrics with advanced ability to draw insights from data and clearly communicate them to executive stakeholders and senior management
  • You possess in-depth business domain experience on Support, Services and preferably Customer Success; with experience working on Support tools like Service Cloud / Zendesk and on Professional Services Automation tools like NetSuite / FinancialForce / Workday
  • You have experience managing vendors in a BPO / Outsourcing partnership and ensuring vendor partners are delivering seamlessly on target SLAs and customer entitlements
  • You have in-depth experience working with SQL, Datawarehouse, and one or more data visualization tools like Tableau / PowerBI / Looker / ThoughtSpot; and possess well developed Excel, GSheet modeling and reporting experience
  • You bring excellent executive communication and organization skills and demonstrated ability to establish and maintain effective working relationships with all stakeholders and partners
  • You balance attention to detail with swift execution, leading and executing multi-quarter roadmaps and milestones in a timely manner while being comfortable operating autonomously with a bias towards action, learning and constant iteration
  • You have a proven track record in managing, leading, and motivating teams; actively recruit exceptional talent, and continuously develop your team with constructive mentoring

Get to know Klaviyo:

Klaviyo is the world’s leading owned marketing platform known for accelerating revenue for online businesses using the channels they own like email, web, and mobile. Enabling companies to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. And unlike other marketing platforms, Klaviyo doesn’t force companies to compromise between advanced functionality or ease of use - so companies of all sizes are able to maximize their sales quickly. That’s why over 30,000 innovative companies like Unilever, Custom Ink and Eventbrite sell more with Klaviyo.



The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Base Pay Range For US Locations:
$184,000$276,000 USD

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

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