The Capacity Planning Analyst on Intuit’s Modern Ops Expert Planning team plays a critical role in shaping how we deliver world-class customer experiences at scale. This role leads the development of optimized network plans across Intuit’s global GBSG operations, balancing customer experience, employee experience, and cost efficiency. It drives cross-functional alignment on capacity assumptions, informs strategic decisions for new product and channel rollouts, and ensures operational readiness through rigorous analysis, forecasting, and process standardization. Operating at the intersection of data, operations, and strategy, this role partners closely with Product, Service Delivery, Partner Management, Talent Acquisition, and Finance to operationalize supply plans and support Intuit’s growth.

Responsibilities

• Develop and maintain optimized headcount, hiring, and capacity plans that balance service levels, employee experience, and cost outcomes across GBSG.
• Identify and mitigate capacity risks by managing cross-functional dependencies, clearly communicating assumptions, and tracking exceptions.
• Collaborate with internal technology teams to influence and implement new planning tools, data enhancements, and automation capabilities.
• Support global product, skill, and channel launches by assessing operational impacts and integrating new initiatives into long-term capacity plans.
• Partner with Service Delivery, Partner Management, Talent Acquisition, and Finance to analyze historical trends, forecast demand, and align on staffing strategies.
• Monitor and interpret contact center performance using daily, weekly, and monthly KPIs; translate insights into actionable recommendations.
• Drive global process and reporting standardization to enhance transparency, data quality, and decision-making across the organization.
• Leverage existing and emerging technologies to enhance forecasting accuracy, scenario planning, and performance reporting for stakeholders.
• Support operational teams in optimizing staffing levels and resource allocation.

Qualifications

• 5+ years of experience in capacity planning, workforce management, or labor modeling
• 3+ years of program or project management experience
• Proficiency with Excel and SQL
• Demonstrated ability to translate complex capacity models, KPIs, and scenarios into clear recommendations for senior leaders
• Strong storytelling and communication skills to articulate problem statements, solutions, and business impacts
• Proven success operating in dynamic, ambiguous environments with competing priorities
• Strong influencing skills and ability to lead cross-functional stakeholders

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: Southern California $118,500-160,500