About the Company

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world's largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

Stripe is building tools to help our users create and scale their businesses, and grow the GDP of the internet. The Workforce Management team at Stripe helps manage our growing support operations network of both internal and external resources by consulting on operational change initiatives, modeling support requirements, and managing workload and resource allocations for an optimal user experience.

Key Responsibilities

As a Strategic Capacity Planning Specialist, you will play a key role in designing and maintaining capacity planning models for one of our key user support or risk verticals, with a focus on user experience, budget, utilization, and speed of answer to our users' queries. You will operate in a fast-paced and energizing environment surrounded by top talent, where resilience and openness to feedback will be key to success.

Develop and maintain capacity planning models to forecast resource requirements.
Leverage forecasting techniques to analyze historical data and market trends, predicting future capacity needs and enabling informed planning decisions.
Evaluate potential risks and opportunities regarding model inputs to inform planning decisions.
Monitor performance against planned capacity levels and adjust plans as needed, while holding stakeholders accountable for the accuracy of plan inputs.
Collaborate with the vendor delivery team and stakeholders to gather information and align planning efforts with Stripe's business goals.
Integrate data from multiple SQL databases to automate reporting processes and streamline data collection for capacity planning and forecasting purposes.
Communicate planning results and recommendations to senior leadership and stakeholders.
Serve as a strategic partner in our intake process, providing subject-matter expertise for any requests affecting resourcing.
Analyze production or service delivery data to determine utilization rates and identify areas for improvement.

Candidate Profile & Mindset

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

A Bachelor's degree in Statistics, Mathematics, Data Analytics, Computer Science, Business, or Economics
7+ years of experience in capacity planning for medium to large organizations, as well as workforce management for internal and outsourced workforces (BPO)
Strong SQL skills, with experience in data integration and automation for process optimization, alongside knowledge of Tableau or comparable tools to perform data analysis independently
Excellent communication and presentation skills
Deep understanding of outsourcing practices

Preferred / Nice-to-Have Qualifications

Financial/budgeting background
Knowledge of WFM tools