Demand Management Analyst

Job Description

Analytical Modeling, AI & Capacity Integration

• Translate validated demand forecasts and work with WFM to support their work of translating demand forecasts into specific headcount, FTE, and skill-based capacity requirements.
• Perform high-rigor “What-If” scenario modeling to evaluate the SLA and cost impact of launch delays or volume spikes.
• Execute advanced data extraction using SQL to perform cohort analysis and validate volume estimates.
• Collaborate with capacity planning the structured handover of approved capacity plans to Scheduling and Intraday, ensuring all constraints and sensitivities are understood.
• AI & Automation Architecture: Leverage generative AI and large language models to accelerate data extraction workflows, automate documentation of complex assumptions, write/debug SQL scripts, and generate predictive natural-language scenarios to support executive decision-making
  

Monitoring, Attribution & RCA

• Lead post-launch monitoring to track actual volume vs. expected impact, identifying “demand leakage” and cannibalization.
• Conduct structured Root Cause Analysis (RCA) on variance between forecasts and actuals to refine future modeling.
• Develop custom LookML models and automated dashboards to monitor demand driver workload in real-time.
  

Mentorship & Continuous Improvement

• Provide day-to-day coaching and mentorship to junior servicing scale team members to uplift judgment and execution quality.
• Review work outputs such as intake logs and demand plans to ensure scheduling hygiene and risk awareness.
• Drive the transition toward automated, machine-learning-driven demand forecasting.
• Other tasks that are related to the role and assigned by Demand Manager
  

Qualifications

• 3–5 years of hands-on experience in Workforce Management, Demand Planning or Capacity Planning in high-volume environments.
• Advanced proficiency in Excel/Google Sheets (complex modeling and macros) and SQL (joins, subqueries, window functions).
• Professional fluency in English; additional operational languages are a plus.
• Ability to implement advanced statistical methods (e.g., ARIMA or GARCH) for time-series forecasting.
• Expertise in understanding and transforming demand signals into forecast-ready inputs for headcount plans.
• Ability to translate complex technical analysis into 3-slide narratives that influence non-technical Product leads.
• Capability to build dynamic “What-If” models to quantify operational risk.
• Deep understanding of SLA mechanics, AHT drivers, and intraday distribution patterns.
• Effectively persuades and negotiates with senior leaders, gaining buy-in for complex capacity initiatives.
• Makes timely, risk-based decisions even with incomplete information during operational volatility.
• Comfortably pushes back on unrealistic launch timelines when data indicates capacity risk.
• Demonstrated ability to influence execution quality and coach others without formal direct-report authority.
• Strong accountability for demand driver accuracy and output metrics.
• Acting as problem-solver who identifies opportunities and challenges assumptions, rather than simply executing assigned tasks.

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