Summary of the role:
Responsible for building and maintaining forward-looking (90 days to 1 year) supply and demand plans across NBD and CBS to protect customer experience while optimizing cost (OPEX/CAPEX) and partner spend.
This role translates operational signals into actionable capacity strategies, produces scenarios and financial impact views, and supports workforce evolution initiatives that improve how plans, staffs, and deliver field services across lines of business and various products.
Working in close partnership with Tactical RP, Dispatch/Field Operations, Finance, Product, and Partner teams, the Senior Analyst drives clarity on constraints, trade-offs, and decisions needed to meet service commitments and growth targets.
Functional Responsibilities:
Strategic Supply & Demand Planning (90 days 1.5 Years)
- Own integrated demand and capacity outlooks for NBD(Core Portfolio) and CBS(Business Security), including install, repair, and project volume drivers and seasonality.
- Develop and maintain planning assumptions (product mix, skills, productivity, travel, overtime, partner availability) and ensure alignment across stakeholders.
- Identify emerging supply/demand gaps early; recommend mitigation strategies (hiring, partner sourcing, cross-skilling, rebalancing, prioritization, schedule levers).
- Partner with Tactical RP to ensure strategic plans translate into executable weekly capacity settings and operating rhythms.
Scenario Modeling & Financial Impact
- Build scenario models to quantify the impact of demand changes, productivity shifts, partner mix, and operational policies on NADD/SLA performance and cost.
- Translate operational options into financial implications (OPEX/CAPEX/COGS, partner spend, overtime) to support leadership decisions.
- Understand and provide guidance on financial cycles
- Support annual/quarterly planning cycles with refreshed forecasts, risks, and investment/efficiency opportunities.
Workforce Evolution
- Support workforce evolution initiatives that harmonize planning practices across NBD and CBS (e.g., standard capacity governance, skills profiling, shift/on-call planning, and vacation bid impacts).
- Develop options and transition plans for leveraging a more flexible workforce (shared capacity, cross-trained skill sets, territory/dispatch alignment, partner vs. internal mix).
- Assess system/process gaps that create manual work or non-enforceable capacity controls; define requirements and success measures for improvements.
- Create decision frameworks (e.g., prioritization matrices and trade-off rules) to align work intake, service protection, and growth across both lines of business.
Performance Reporting & Insights
- Produce recurring strategic planning insights and executive-ready summaries on capacity health, risks, and upcoming constraints.
- Track forecast accuracy and key planning drivers; continuously improve models, assumptions, and data quality.
- Partner with operational teams to identify root causes behind variances (volume, productivity, mix, partner performance) and propose corrective actions.
- Enhance AI/Automation through predictive workforce modeling
Interlocks & Enablement
- Build alignment & collaborate with Field Operations, Dispatch, Tactical RP, Partner Management, and Finance on priorities, constraints, and execution plans.
- Create clear planning artifacts and job aids that enable consistent decision-making and adoption across teams.
