You will architect the Capacity Engine, build and maintain a comprehensive capacity model, and mathematically map volume mix, omnichannel routing, offshore capture rates, customer escalations, and more.

You will also model Agent Productivity, transform raw agent-level workforce data into actionable intelligence, compute ticket lifecycle metrics, validate handle time distributions, and build logic to detect outlier behaviors.

Additionally, you will own the Financial Translation, bridge the gap between Operations and Finance, and translate Erlang C FTE requirements into a fully loaded staffing plan.

You will drive BPO Capacity Locks, generate and enforce the 30-60-90 day headcount lock plans for our offshore vendor partners, and hold them accountable to forecasted hiring and shrinkage targets.

You will own the Staffing Plan, compute, align, and project operational rates down to the customer's issue-type level and market segment, and apply seasonality adjustments and project demand across monthly, quarterly, and multi-year horizons.

If you have a deep understanding of capacity planning fundamentals, cross-functional influence, data-backed storytelling, and AI-augmented execution, you'd be a great fit for this role.

The expected base pay range for this position is $124,100 - $146,000, based on a variety of factors including qualifications, experience, and geographic location.

In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.

Benefits offered include equity compensation, medical, dental, and vision coverage, HSA/FSA, 401K, work-from-home stipend, therapy reimbursement, 16-week parental leave, carrot fertility annual reimbursement and membership, 13 paid holidays, flexible PTO, employee assistance program, and training and professional development.

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This team is a specialized group within Global Large Customer Sales that oversees Reddit's most significant global advertising partners end-to-end , leading joint business planning, global strategy, and cross-regional execution.

As a Client Account Manager, you will closely collaborate with your Client Partner on campaign execution and optimizations to help agencies and advertisers achieve their marketing objectives on the fast-growing Reddit platform.

Responsibilities:

• Collaborate closely with Client Partners to meet and exceed your clients' marketing goals
• Proactively manage and deepen relationships with existing advertising partners, both with agencies and directly with Global clients, to drive year-on-year Reddit revenue growth
• Lead and execute campaign launches from start to finish, delivering insightful optimization recommendations to agency and client partners
• Run end-to-end global account operations: revenue delivery, complex media strategy, multi-market optimizations, troubleshooting, and structured upsell on a global book
• Act as the primary point of contact for internal account operations, including managing revenue delivery, troubleshooting issues, and escalating when necessary
• Educate brands and media agencies, effectively communicating Reddit's value proposition and best practices for advertising on the platform
• Consult clients on their awareness and direct response objectives, partnering closely with Client Partners to craft thoughtful and creative media plans
• Collaborate with Ad Ops to ensure effective campaign delivery and resolve any technical hurdles
• Dive deep into campaign performance data, audience and competitor insights, seasonality, and market and performance trends to develop KPI-driven campaign recommendations

Required Qualifications:

• 5-7+ years of experience in advertising sales and account management
• Experience with enterprise Entertainment clients is preferred
• Strong understanding of customer marketing funnel and traditional marketing ecosystem
• Comfortable with problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Understanding of Digital measurement, tracking fundamentals and mobile measurement partners
• Tenacious and entrepreneurial approach to working through product, process, and client challenges
• Experience cultivating strong relationships with external partners
• Exceptional communication and interpersonal skills with high attention to detail
• Ability to work in a fast-paced and unstructured work environment
• Proficiency in Excel preferred
• BA / BS degree or equivalent work experience

Benefits:

• Comprehensive Healthcare Benefits and Income Replacement Programs
• 401k with Employer Match
• Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support
• Family Planning Support
• Gender-Affirming Care
• Mental Health & Coaching Benefits
• Flexible Vacation & Paid Volunteer Time Off
• Generous Paid Parental Leave

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