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As a Capacity Strategist, you will own and continuously improve the capacity models and scheduling blueprints specifically for our most Elite service offering. Working closely with your global ROC peers, you will ensure our premium support operates seamlessly across a 24/7 "follow-the-sun" model. This is not a typical high-volume contact center environment; our dedicated & designated agents provide white-glove service primarily through complex email cases and high-touch phone calls.
We are looking for a tinkerer and a builder. While you will heavily utilize Genesys Cloud to manage the core infrastructure, you are never satisfied with the baseline. When off-the-shelf solutions do not fit the unique nuances of a premium global service model, you build your own. You will leverage AI, custom automation, or scripting to design and endlessly refine bespoke forecasting and scheduling workflows, always looking for ways to make the models faster, smarter, and more accurate.
What You’ll Do:
- Continuous Model Improvement: You are obsessed with optimization. You will constantly test, tweak, and improve our forecasting models, using AI and custom automation to make sure our capacity plan is perfectly tuned to the realities of premium support.
- Global Capacity Modeling: Build and maintain our 30-to-365-day capacity plans tailored specifically to our high-touch, multi-region service tier. You will partner with Recruiting to show exactly when and where we need to hire across the globe to maintain strict white-glove SLAs.
- Tool Creation & WFM Mastery: Maximize the capabilities of Genesys Cloud, while simultaneously building your own custom solutions and algorithms for handling synchronous and asynchronous work across multiple time zones.
- Smart Scheduling: Generate and manage schedules that reflect the realities of premium support. You will utilize Genesys Cloud alongside your custom models to build flexible scheduling workflows that balance agent work-life balance with the demands of highly personalized, round-the-clock traveler care.
- System Configuration: Move shrinkage tracking (like PTO, training, and offline research time) out of spreadsheets and build automated ways to track and adjust for it directly within Genesys Cloud and custom ROC systems.
- Data Validation & Collaboration: Utilize ThoughtSpot dashboards, validate your custom models against system-generated outputs, and explain the math clearly to regional Operations managers so they understand the staffing plan for their specific geography.
What We’re Looking For:
- Experience: 3-5+ years in Workforce Management, specifically with a background in advanced capacity modeling and scheduling for premium, high-touch, or dedicated support models (heavy email and voice), multi-variable shrinkage modeling, and immediate to long term hiring plan architecture.
- The Optimizer Mindset: You are deeply analytical and love refining models. You have a track record of using AI, writing scripts, or building custom automated tools to improve how data is forecasted and scheduled.
- Tech-First Approach: You are comfortable working alongside data engineers and BI analysts. You understand how to pull data from modern stacks (Snowflake, BI dashboards) and feed it into Genesys Cloud or your own custom planning tools.
- Global Collaboration: You thrive in a distributed, asynchronous environment and have experience modeling for multi-site, multi-region teams supporting a 24/7 operation.
- Industry Context: Previous experience in the travel, hospitality, or aviation industry is a nice-to-have, as it helps to understand the unique seasonality of our business.
- Education: Bachelor's degree in Business, Industrial Engineering, Statistics, or a related field. However, we believe in capability over credentials—degrees may be waived for candidates demonstrating elite operational agility and relevant experience.
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.
Skills Required
- 3-5+ years of Workforce Management experience
- Advanced capacity modeling and scheduling experience
- Experience with premium, high-touch, or dedicated support models involving email and voice
- Experience with multi-variable shrinkage modeling
- Experience developing immediate- to long-term hiring plans
- Analytical optimization mindset with experience using AI, scripts, or custom automated tools
- Ability to work with data engineers and BI analysts and use data from modern data stacks
- Experience modeling multi-site, multi-region teams supporting 24/7 operations
- Bachelor's degree in Business, Industrial Engineering, Statistics, or a related field
- Experience in travel, hospitality, or aviation
What the Team is Saying
Navan Compensation & Benefits Highlights
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Healthcare Strength — Medical, dental, and vision coverage for employees and families are explicitly offered, and healthcare is often characterized as a strong part of the package with mental‑health resources included. This breadth of core health benefits is consistently highlighted alongside lifestyle supports.
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Leave & Time Off Breadth — Policies emphasize flexible/unlimited vacation in the U.S., with region‑specific structures such as five weeks of paid annual leave in the UK. This scope of time‑off options is presented as a clear advantage.
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Parental & Family Support — Paid parental leave is structured at 16 weeks for birthing parents and 10 weeks for non‑birthing parents. This level of support is positioned as a meaningful benefit for families.
Navan Insights
What We Do
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as four days a week in-office.
