Supply Chain Protection And Loss Intelligence Manager in India

About the Role Support Operations is one of our core operations teams, responsible for making sure that when things go wrong, there's always someone there to make it right. The team designs, manages, and operates a large and growing global network of support centers, with the goal of delivering a world-class customer experience every time. We're looking for an experienced Workforce Planner to help develop and scale our support lines of business. This role is central to planning monthly, daily, and hourly staffing levels, and to keeping hiring plans current so we consistently deliver best-in-class service. You'll play a key part in improving forecast accuracy, reporting, and how we plan around floor staff utilization and efficiency — for a 24/7/365 organization, wherever it operates. You're excited about this opportunity because you will… Capacity planning Build and maintain support capacity plan models at the monthly, weekly, and interval level, using a quantitative model to determine the staff required to service forecasted volumes Match staffing supply to required staff to ensure efficient service level attainment, and make hiring, ramp, and staff-reduction recommendations Keep capacity plans and assumptions accurate, current, and aligned to source-of-truth headcount data, auditing regularly for accuracy Ensure alignment from the smallest site/team level of detail up through the broader org-wide capacity plan Maintain documentation of planning methodology, assumptions, and processes, and continually improve the planning tools, models, and templates themselves Forecasting & scenario planning Forecast incoming contact volume using historical and benchmark data, tracking deviations between forecast and actuals on a regular cadence Build, update, and present "what-if" scenarios to evaluate potential changes and support upcoming initiatives, as well as annual, half-year, and quarterly planning scenarios for long-range and financial planning Build and validate capac

About the Team Our Workforce Management team's primary focus is to ensure we have the right people in the right place at the right time, so customers, merchants, and delivery partners get help as quickly and reliably as possible. The team brings a people-first mindset paired with strategy and operations to achieve its goals, moving quickly, applying first-principles thinking, and focusing on problem-solving to ensure seamless execution. The team manages workforce capacity planning, scheduling, and real-time operations for a large and growing global network of in-house and outsourced support centers, with the goal of delivering an outstanding customer experience reliably, at scale. About the Role As a Manager, Workforce Planning, you will lead a team of Workforce Planners, Schedulers, and Real Time Analysts (typically 5-7 direct reports), owning workforce planning and performance across an integrated scope that spans in-house and outsourced/vendor sites. You'll set direction for your team, own KPI performance, and partner cross-functionally to keep staffing supply aligned with business priorities. This role flexes across two tracks depending on team needs and where your strengths lie: an Audience-facing track, where you act as the primary bridge between a specific line of business and the Workforce Management function, translating business goals into capacity plans and performance reporting; and a Technical track, where you directly supervise the team of planners who build the forecasts and schedules for all in-house and outsourced sites, focusing on the technical accuracy of capacity models and the tools behind them. Both tracks require a leader who can navigate ambiguity, identify root causes through data, and manage up and across with clarity and confidence. You're excited about this opportunity because you will… Manage and develop a team of Workforce Planners, Schedulers, and Real Time Analysts (typically 5-7 direct reports), setting clear priorities and holding