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Navan is seeking a Capacity Strategist to own and continuously improve capacity models and scheduling blueprints for their Elite premium support service offering. This role operates within a 24/7 "follow-the-sun" global support model, distinct from high-volume contact center environments. The team provides white-glove service through complex email cases and high-touch phone calls.
You will be responsible for continuous model improvement, obsessively optimizing forecasting models using AI and custom automation to ensure capacity plans align with premium support realities. You'll build and maintain 30-to-365-day capacity plans tailored to the multi-region, high-touch service tier, partnering with Recruiting to identify exact hiring needs across geographies while maintaining strict white-glove SLAs.
Key responsibilities include maximizing Genesys Cloud capabilities while building custom solutions and algorithms for synchronous and asynchronous work across multiple time zones. You'll generate and manage schedules that balance agent work-life balance with round-the-clock traveler care demands. You will move shrinkage tracking (PTO, training, offline research time) from spreadsheets into automated systems within Genesys Cloud and custom ROC systems.
Data validation and collaboration are central to the role. You'll utilize ThoughtSpot dashboards, validate custom models against system-generated outputs, and communicate staffing plans clearly to regional Operations managers across different geographies.
This is a role for a tinkerer and builder who is never satisfied with baseline solutions. When off-the-shelf tools don't fit the unique nuances of a premium global service model, you design and build your own.
Requirements:
- 3-5+ years in Workforce Management with specific background in advanced capacity modeling and scheduling for premium, high-touch, or dedicated support models (heavy email and voice)
- Demonstrated expertise in multi-variable shrinkage modeling and immediate-to-long-term hiring plan architecture
- Deep analytical mindset with track record of using AI, scripting, or custom automated tools to improve forecasting and scheduling
- Comfortable working with data engineers and BI analysts; able to pull data from modern stacks (Snowflake, BI dashboards) and feed into Genesys Cloud or custom planning tools
- Experience modeling for multi-site, multi-region teams supporting 24/7 operations in distributed, asynchronous environments
- Bachelor's degree in Business, Industrial Engineering, Statistics, or related field (degrees may be waived for candidates demonstrating elite operational agility and relevant experience)
- Nice-to-have: Previous experience in travel, hospitality, or aviation industry to understand unique seasonality
