About this role

We’re looking for a Strategy & Operations Senior Associate to drive Workforce Management (WFM) excellence while spearheading critical strategy and operations initiatives across our CX and broader operational teams. This role will ensure that Faire delivers exceptional customer experiences for our community of brands and retailers while scaling efficiently and effectively.

In this role, you’ll lead the charge on building and optimizing our workforce management function including capacity planning, and real-time adherence across both internal teams and vendor partners. You’ll develop scalable systems and processes that ensure the right people are in the right place at the right time to deliver world-class support at the lowest possible cost.You will also lead strategic, analytical, and operational projects, building scalable systems and processes that enable our teams to operate effectively. You’ll work cross-functionally with leaders across CX, Operations, and Vendor Management to identify opportunities, drive impactful solutions, and implement programs that support Faire’s long-term growth.

This is an ideal role for someone who thrives in a hybrid of operational rigor and strategic problem-solving, with a strong desire to lead high-impact projects from ideation through execution.

What you’ll do 

• Drive headcount & staffing plans for our customer support teams as well as other operations teams 
• Lead capacity reviews with Ops leadership. Reviews should be optimized to result in actionable takeaways for leadership & inform cross-functional hiring plans 
• Lead strategic cross-functional ops initiatives and track initiative performance to ensure success of team and joint company goals
• Identify issues, develop hypotheses, and execute in-depth analyses to translate data into insights and make recommendations to Faire’s leadership team based on your findings
• Work cross-functionally to identify areas of opportunity for Faire to improve its business by understanding our customers needs
• Enable our organization to continue to be highly data-driven as we scale by building reports and KPI dashboards for real-time monitoring of performancePartner with strategy, analytics, operations, and enablement teams to incorporate new initiatives, processes, and policies into forecasts

Qualifications

• A Bachelor’s degree and 3+ years of experience in investment banking, management consulting, business operations, or business analytics
• You are analytical and data-driven -- you can define KPIs and measure progress/success for your initiatives
• You can think across multiple dimensions of a business (support, product, ops, enablement) and work cross-functionally to deliver results
• You can build and maintain scalable financial models and capacity plans
• You are a team player and love to deliver outstanding results while having a fun time with your teammates!
• You want to work in a fast-paced environment with constant change
• You are an analytics guru and have a willingness to learn SQL

Nice to Have

• General understanding of customer support & operations KPIs & drivers
• SQL proficiency
• Experience working with or for a fast growing marketplace business

Salary Range

New York: the pay range for this role is $125,500 - $172,500 per year.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.