Capacity Planning Analyst

Maplebear Inc. D/B/A Instacart in San Francisco, CA, seeks Capacity Planning Analyst (Multiple Openings).

Responsibilities: Responsible for delivering in-depth analytics and data-driven insights to support vendor relationships, capacity planning, and customer satisfaction from a workforce management perspective. Duties include: leveraging analytical tools like SQL and workforce management software like Verint Impact 360 and Blue Pumpkin to develop metrics on workforce performance, retailer satisfaction, customer service processes, and partner loyalty; applying knowledge of statistics and information management principles to identify and execute operational improvements to maximize workforce capacity while balancing customer satisfaction, revenue targets, and the cost of delivering high quality customer service; applying complex data models and quantitative methods to execute and improve contact volume forecasting (call, chat, email); developing and implementing information frameworks and data pipelines to enhance performance metrics and reporting functions, including defining data requirements and information management procedures to gather and validate information for analytical reporting; assessing existing information systems and operational procedures to identify areas for improvement; analyzing historical data and trends to extract meaningful insights and recommendations for optimizing workforce management and related initiatives, including the preparation of management reports defining and evaluating problems and proposing alternative courses of action with information visualizations demonstrating what plans will offer the best outcomes; applying statistical methods to formulate mathematical simulations of business volume and workforce capacity, relating constants and variables, restrictions, alternatives, conflicting objectives, and their numerical parameters to forecast hiring and infrastructure needs; working with Vendor Management to develop weekly- and long-range capacity plans for specific partner needs; developing and scaling Workforce Management (WFM) processes and procedures to improve partner relationships and performance; gathering and reporting data from internal and external stakeholders to inform business decisions and priorities for short- and long-term capacity planning; analyze information obtained from management to conceptualize and define operational problems impacting workforce capacity and productivity; applying knowledge of database administration, information policy and security, enterprise risk management, and other information management principles to optimize and scale operational processes and procedures for data collection and analytical reporting; and other duties as assigned. Employee may be stationed anywhere in the continental United States but will report directly to Instacart headquarters in San Francisco, CA.

Education: Master’s degree in Information Management, Statistics, or related analytical field (or foreign equivalent).

Requirements: 1 year of experience in the job offered or related. Other special requirements include: 1 year of experience analyzing and interpreting statistical data in a workforce management environment; 1 year of experience working with workforce management software; 1 year of experience working with SQL or similar databases; 1 year of experience performing capacity forecasting; and 1 year of experience developing and implementing data frameworks and information systems to enhance performance metrics and reporting functions.

Pay: $116,646 - $117,100. Qualified applicants must mail resumes to Instacart, Attn: HR, Global Mobility, 50 Beale Street, Suite 600, San Francisco, CA 94105 quoting job #WFPA23.