Tech Stack

Description

In this role, you will build the analytical and workforce planning foundation that enables Anthropic's support organization to scale intelligently. You'll own forecasting and capacity planning across FTE teams, AI-powered channels, and vendor partnerships, translating data into narratives that drive staffing and operational decisions.

Requirements

• 4+ years experience in workforce management, support operations analytics, or similar roles
• Strong SQL skills with experience in data warehouses (e.g., BigQuery) and analysis tools (e.g., Hex, Looker)
• Hands-on experience with forecasting and capacity planning, modeling staffing needs against service level targets
• Understand support operations metrics (SLAs, handle time, CSAT, deflection rates) and connect them to business impact
• Experience with workforce management platforms (e.g., Assembled, NICE, Calabrio) is a plus

Responsibilities

• Build and maintain staffing models translating SLA targets into headcount requirements across FTE and vendor teams
• Forecast support volume by analyzing historical trends, product releases, model launches, and customer growth
• Model scenarios to inform strategic decisions on staffing investments, vendor mix, and coverage models
• Maintain dashboards tracking productivity, response times, CSAT, and queue health; investigate support metrics impact on retention and churn
• Partner with Finance, Product, and Engineering to align forecasts with operational reality and anticipate support demand from launches