• Identify & Prioritize High-Impact AI Use Cases • Drive Rapid Experimentation • Build & Deliver AI-Enabled Products • Bridge Business, Clinical, and Technology Teams • Embed AI into Real Workflows • Measure Impact & Scale

Role Description This position is remote either in Santiago, Dominican Republic or Hermosillo, Mexico. This position requires intermediate - advanced spoken English level (B2+). If you're interested in the position, please apply with your resume in English. The WFM Capacity Planner plays a critical role within the Workforce Management team, responsible for analyzing staffing needs and developing data-driven scheduling recommendations to ensure optimal operational efficiency. This role leverages historical trends, forecasting models, and performance reports to accurately project staffing requirements, supporting both current and future business demands. Key Responsibilities: - Analyze and develop weekly scheduling recommendations to ensure optimal staffing levels. - Utilize trends and reports to accurately forecast staffing requirements. - Assume and perform various duties and responsibilities essential to the position's success. - Produce and process schedules and reports promptly as requested by clients. - Work closely with the operations team to analyze and enhance delivery processes. Qualifications - Must have 2-3 years in Capacity Planning within the Workforce Management department. - Background in Outbound and NonLive Planning is an advantage. - Attention to detail and a commitment to maintaining a high level of accuracy. - Ability to prioritize workload, meet deadlines, and manage multiple tasks effectively. - Working experience creating MS Excel reports and templates. - Strong organizational skills coupled with excellent analytical abilities. - Professional oral and written communication skills. - Organized with the ability to adapt to change quickly and effectively. - Excellent attendance record, demonstrating your commitment and reliability. Benefits - Impact: Shape the future of our operations and contribute to our organizational success. - Collaborative Environment: Work closely with a dynamic operations team dedicated to improvement and innovation. - Growth Opportunities: Expand your skills and expertise in a supportive and encouraging environment. - Competitive Benefits: Enjoy a comprehensive benefits package and competitive salary. #BetterWithSSG Physical Requirements The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Noise level in the work environment is usually quiet.

• Work closely with the **CTO/CPO and Product Manager** to shape and refine product direction • Translate strategic ideas into **clear product opportunities, bets, and deliverables** • Lead **discovery efforts**, combining customer insight, product understanding, and data where appropriate • Create **lean product briefs, user flows, and wireframes** to align teams quickly • Collaborate day-to-day with the **Engineering Manager and engineers** to explore solutions and manage trade-offs • **Own and actively manage the team’s backlog**, ensuring: • Clear prioritisation aligned to strategic direction and current bets • Work is well-defined, appropriately scoped, and ready for development • Continuous grooming and refinement as priorities evolve • Drive delivery across a range of work types: • Early-stage experiments and proof of concepts • MVPs and initial product releases • More developed features requiring sustained iteration • Break down complex ideas into **clear, iterative deliverables** • Make informed calls on **what to pursue, iterate, pause, or stop** • Ensure successful initiatives are **positioned for handoff** to other teams when appropriate • Maintain momentum and clarity across **ambiguous and evolving problem spaces

• Lead product areas end-to-end: setting strategy, driving discovery, and owning outcomes from launch through iteration. • Develop deep fluency with Cove's customer segments and become a trusted voice on their workflows, pain points, and priorities. • Drive sprint ceremonies and agile rituals with enough experience to adapt the process to what the team actually needs. • Rapidly prototype concepts using AI tools to validate bets before committing engineering resources. • Partner with sales, marketing, and customer success to shape positioning and close feedback loops. • Raise the bar on discovery rigor, documentation quality, and cross-functional collaboration.