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.

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