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This posting is exclusively for internal employees. (Employee referrals are submitted via the Link)
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To apply, please complete the attached Internal Transfer Request Form and submit it via your Coupang email address.
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- (FTE Plan)
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- (MAPE), (Bias), (AHT)
- (BCP)
- (Productivity), (Utilization), (AHT), SLA
- (NPT)
- Training, Quality, Operations, Tooling, Inspection
About the Role
We are hiring a Senior Manager, Planning, Forecasting & Performance Insights, to lead strategic engine powering our Catalog Product Operations team, a large-scale operations function with over 700+ team members across multiple sites. This leader owns the intelligence layer of the org: the demand models, workforce plans, and performance narratives for the CPO team for faster execution and efficient decision making. The leader will also play a pivotal role in the broader Workforce Management (WFM) ecosystem by supporting the intake and resource management functions. The right candidate is execution-obsessed, operationally rigorous, and capable of managing complexity across multiple sites and competing priorities simultaneously, without losing precision on the details.
What You Will Do
Demand Forecasting & Workforce Planning
- Build and own demand the long-range and short-range models using backlog volume, historical intake data, and future strategic initiative inputs from product owners.
- Produce quarterly workforce plans that define required FTE by skill cluster, site, and workstream.
- Run scenario planning ("what-if" analyses) for volume spikes, new launches, seasonal fluctuations and attrition events.
- Own forecast accuracy as a primary KPI: Volume MAPE (split by new inflow vs. backlog drawdown), forecast bias, and AHT forecast accuracy via stratified sampling.
- Architect the headcount plan (defining FTE targets, skill clusters, timelines, and site distribution) while designing scenario-based Business Continuity Plans (BCP) and risk models to mitigate site disruptions, skill concentration failures, and attrition shocks.
Performance Insights, Analytics & Reporting
- Own the Business Reviews: receive data inputs from WFM and Intake; produce the analysis, narrative for leadership reviews.
- Create frameworks, Track and report Capacity Utilization, and produce FTE productivity metrics at, translate findings into actionable decisions.
- Own Shrinkage analysis and Non-Productive Time modeling - planned vs. actual shrinkage by site, root cause identification, and forward shrinkage assumptions that feed into the capacity model.
Strategic Hiring Plan & BCP Design
- Produce the strategic hiring plan: how many FTEs, in which skill clusters, by when, and across which sites.
- Create BCP design and risk modeling - scenario-based resilience planning for site-level disruptions, skill concentration failures, and attrition shocks.
Self-Serve Intelligence
- Build self-serve dashboards for org leaders, designed to surface the right signal at the right cadence without requiring manual intervention.
- Collaborate with the BA team on data integrity and integrate data across tools for unified reporting.
People Leadership
- Lead a team of program managers responsible for forecasting, reporting, and strategic planning deliverables.
- Build a culture of intellectual rigor: challenge assumptions in models, document methodology, and defend analytical choices to senior leadership.
- Develop team capability toward increasingly automated and real-time planning infrastructure.
Basic Qualifications
- Education: Bachelors degree in business administration, Operations Research, Statistics, Finance, Supply Chain, or a related quantitative field.
- Experience: 8+ years of experience in operational planning, forecasting, WFM, or operations insights, with at least 3+ years in a people management/leadership role.
- Demonstrated experience building demand forecasting models and translating them into workforce and hiring plans.
- Strong analytical foundation, comfortable with MAPE, forecast bias, shrinkage modeling, utilization calculations, and capacity math.
- Track record of producing structured, decision-ready outputs for senior leadership: MBR narratives, operating plans, scenario analyses - that influence cross-functional decisions.
- Experience managing cross-functional stakeholder relationships and synthesizing inputs from multiple sources into a single coherent plan.
Preferred Qualifications
- Background in catalog / e-commerce operations, ML Data Ops, content operations, or BPO environments with multi-site complexity.
- Experience designing or owning reporting and self-serve analytics tools for stakeholders.
- SQL, Excel modeling, or BI tool fluency (Tableau, Looker, or equivalent) for building and maintaining planning infrastructure.
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Please complete the attached Internal Transfer Request Form and submit.
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Please make sure to apply with your Coupang e-mail address.
