Demand Management Analyst

As a Demand Management Analyst, you are the senior execution authority and "Demand Signal Integrator" responsible for the integrity of all data entering the WFM cycle. Your mission is to transform fragmented demand signals from Product, Compliance, and Operations into structured, forecast-ready inputs to support headcount planning and SLA performance. You act as the critical operational bridge and "filter," validating assumptions to ensure no demand driver enters production without structured volume attribution and capacity visibility. You provide senior-level oversight while executing high-rigor analytical modeling to prevent reactive launches.

Demand Strategy & Governance

• Enforce the "No DM Sign-off, No Launch" governance policy to ensure operational readiness.
• Lead the structured intake of demand drivers (Product releases, Compliance changes, etc.) into a centralized Source of Truth (SOT).
• Develop and implement a Tier Framework to classify drivers based on volume impact and required lead times.
• Act as the primary point of contact for senior leaders to negotiate launch timelines and challenge high-level assumptions with data.
• Analyze and navigate historical data to validate and challenge forecasting assumptions, translating insights into advanced Google Sheets models and analyses

Analytical Modeling, AI & Capacity Integration

• Translate validated demand forecasts and work with WFM to support their work of translating demand forecasts into specific headcount, FTE, and skill-based capacity requirements.
• Perform high-rigor "What-If" scenario modeling to evaluate the SLA and cost impact of launch delays or volume spikes.
• Execute advanced data extraction using SQL to perform cohort analysis and validate volume estimates.
• Collaborate with capacity planning the structured handover of approved capacity plans to Scheduling and Intraday, ensuring all constraints and sensitivities are understood.
• AI & Automation Architecture: Leverage generative AI and large language models to accelerate data extraction workflows, automate documentation of complex assumptions, write/debug SQL scripts, and generate predictive natural-language scenarios to support executive decision-making

Monitoring, Attribution & RCA

• Lead post-launch monitoring to track actual volume vs. expected impact, identifying "demand leakage" and cannibalization.
• Conduct structured Root Cause Analysis (RCA) on variance between forecasts and actuals to refine future modeling.
• Develop custom LookML models and automated dashboards to monitor demand driver workload in real-time.

Mentorship & Continuous Improvement

• Provide day-to-day coaching and mentorship to junior servicing scale team members to uplift judgment and execution quality.
• Review work outputs such as intake logs and demand plans to ensure scheduling hygiene and risk awareness.
• Drive the transition toward automated, machine-learning-driven demand forecasting.
• Other tasks that are related to the role and assigned by Demand Manager

• 3–5 years of hands-on experience in Workforce Management, Demand Planning or Capacity Planning in high-volume environments.
• Advanced proficiency in Excel/Google Sheets (complex modeling and macros) and SQL (joins, subqueries, window functions).
• Professional fluency in English; additional operational languages are a plus.
• Ability to implement advanced statistical methods (e.g., ARIMA or GARCH) for time-series forecasting.
• Expertise in understanding and transforming demand signals into forecast-ready inputs for headcount plans.
• Ability to translate complex technical analysis into 3-slide narratives that influence non-technical Product leads.
• Capability to build dynamic "What-If" models to quantify operational risk.
• Deep understanding of SLA mechanics, AHT drivers, and intraday distribution patterns.
• Effectively persuades and negotiates with senior leaders, gaining buy-in for complex capacity initiatives.
• Makes timely, risk-based decisions even with incomplete information during operational volatility.
• Comfortably pushes back on unrealistic launch timelines when data indicates capacity risk.
• Demonstrated ability to influence execution quality and coach others without formal direct-report authority.
• Strong accountability for demand driver accuracy and output metrics.
• Acting as problem-solver who identifies opportunities and challenges assumptions, rather than simply executing assigned tasks.

If you're interested, please apply by submitting your CV in English latest by June 12th EOD.

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