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Adobe

Changing the world through digital experiences.

Sr. Lead Workforce Planning

AnalystAnalystFull TimeRemoteLeadTeam 10,001+Since 1982H1B SponsorCompany SiteLinkedIn

Location

India

Posted

70 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Sr. Lead Workforce Planning

Adobe

Role Summary: Sr. Lead Workforce Planning – Capacity Planning, Forecasting & Vendor Headcount Management is responsible for driving end-to-end workforce planning for customer service operations across in-house and vendor partners. This role ensures accurate demand forecasting, optimal capacity alignment, and efficient vendor headcount management to consistently deliver on customer experience (CX), service level, and cost objectives. Key Responsibilities: - Forecasting & Demand Planning - Develop and maintain short-term and long-term forecasts across channels, segments, and geographies - Improve forecast accuracy using data-driven and intent-based forecasting methodologies - Monitor forecast variance and drive root cause analysis with corrective actions - Capacity Planning & Workforce Optimization - Translate demand forecasts into staffing plans aligned with service level targets - Manage capacity planning across sites/vendors to ensure optimal coverage and utilization - Drive staffing model improvements to enhance productivity and cost efficiency - Vendor Headcount & Performance Management - Plan, track, and govern vendor headcount in line with volume, budget, and contractual commitments - Enable dynamic volume allocation across vendors based on capacity, skills, and performance - Partner with vendor operations to ensure workload balance and performance consistency - Operational Governance & Execution - Establish headcount locks and capacity planning rigor with structured change management - Monitor critical metrics (Service Levels, Abandonment, Productivity, Forecast Accuracy) and drive actions - Support vendor transitions, ramp-ups, and ramp-downs with minimal CX disruption - Cross-functional Collaboration - Partner with Operations, Finance, Vendor Management, and CX teams to align on demand, capacity, and cost - Provide insights and recommendations to support strategic decisions and transformation initiatives Key Success Metrics: - Forecast Accuracy (Weekly/Monthly) - Service Level & Abandonment performance - Capacity utilization and productivity improvement - Vendor headcount adherence and budget variance - Effectiveness of workload distribution across vendors Skills & Experience: - 10 to 15 years of WFM experience - Strong expertise in workforce management, forecasting, and capacity planning - Experience managing vendor operations in a customer service environment - Advanced analytical and problem-solving skills - Ability to influence cross-functional collaborators and drive execution - Proficiency in WFM tools and data analysis About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

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