THE ROLE & THE TEAM

As our Capacity Planning Manager, you will play a vital role in ensuring our customer care operations are perfectly aligned with anticipated demand. Leveraging existing forecasts, you will develop and implement robust capacity plans across our internal teams and external partners in a large-scale, multi-site structure. Your analysis and planning will be crucial in maximizing efficiency, mitigating risks, and enhancing our overall customer experience.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you're great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion

WHAT WE'D LOVE YOU TO DO (AND LOVE DOING)

• Develop comprehensive capacity plans for our extensive customer care network, ensuring optimal resource allocation.
• Maintain and review data related to capacity, performance metrics, efficiency recommendations, operational risks and opportunities, and trends to continuously improve our planning processes.
• Design, build, and maintain clear and impactful dashboards that visualize key performance indicators and capacity metrics for various stakeholders.
• Proactively identify new methodologies, strategies, and opportunities to optimize our customer service capacity planning and channel proposition, directly contributing to cost reduction and efficiency gains under a structured project.
• Communicate effectively with our service providers regarding capacity plans, hiring needs, and volume trends, fostering strong partnerships.

WE'D LOVE TO MEET YOU IF

• Bachelor's degree or equivalent and at least 2 years experience in previous experience in capacity planning, scheduling, workforce management or service supply-chain management or an analyst role.
• Proficiency in data visualization tools such as Microstrategy, Tableau, or Power BI, enabling you to communicate complex data and planning scenarios effectively.
• Advanced skills in Excel and Power Query allowing you to manage and analyze large datasets related to capacity and performance
• Experience and knowledge of SQL is a big advantage.
• A strong analytical mindset with the ability to interpret and challenge forecasts and translate them into practical capacity plans and recommendations.
• Excellent communication skills and the ability to thrive in an intercultural environment. Fluency in English is essential; proficiency in German and other languages is a significant plus.

OUR OFFER

Zalando provides a range of benefits, here's an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
• 2 paid volunteering days a year
• Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration
• Work from abroad for up to 30 working days a year
• 27 days of vacation a year to start for full-time employees
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Wellhub, formerly Gympass)
• Mental health support and coaching available
• Drive your development through our training platform and biannual peer-to-peer review