What we are looking for
As the Operations & Capacity Planning Manager, you will oversee capacity planning, resource allocation, internal project management, and process documentation to drive team productivity and profitability. You’ll be responsible for tracking individual and department utilisation, optimizing resource allocation, and ensuring efficient use of agency time and resources. This role is for someone highly organised, data-driven, and skilled in enforcing accountability to keep the team on track.
Your role at eComplete
Capacity & Resource Planning:
- Oversee capacity and resource planning to align team capabilities with project demands, ensuring efficient use of resources and balanced workloads.
- Use ClickUp (or similar tools) to manage workload distribution and track resource allocation in real-time, preventing bottlenecks and optimizing resource utilisation.
- Conduct resource forecasting based on upcoming client projects and demand, adapting resource allocation to meet both current and future needs.
Internal Project Management:
- Manage internal projects, overseeing timelines, deliverables, and team responsibilities to ensure projects are completed on schedule and within budget.
- Facilitate cross-departmental collaboration on internal initiatives, helping streamline internal efforts and improve project execution.
- Document project milestones, goals, and outcomes in project management tools, ensuring all team members are aligned and have clear visibility on progress.
Process Documentation & Accountability:
- Develop, document, and maintain operational processes related to capacity planning, resource allocation, and workload management to ensure consistency and clarity.
- Establish and enforce accountability processes, holding team members and departments responsible for meeting utilisation, productivity, and timeline goals.
- Provide training and guidance to teams on new processes, fostering a culture of responsibility and efficiency
Utilisation & Profitability Tracking:
- Track and analyse utilisation rates and profitability across individuals and departments, identifying opportunities to optimise capacity and increase billable time.
- Set and monitor KPIs related to capacity utilisation, resource effectiveness, and overall operational efficiency, reporting insights to senior leadership on a regular basis.
- Conduct monthly profitability assessments, focusing on individual and department contributions to overall revenue targets.
Revenue Optimization:
- Identify ways to improve revenue efficiency by enhancing capacity planning, optimizing team utilisation, and adjusting workloads as needed.
- Work closely with project managers and team leads to maximise billable hours, ensuring each project and client engagement contributes to revenue goals.
- Review client scopes and resourcing to confirm accurate project costing and prevent any potential revenue leakage.
Collaboration & Stakeholder Management:
- Partner with department heads and team leads to communicate capacity constraints, availability, and workload requirements across the agency.
- Support project managers in achieving timely project delivery by ensuring resource planning is in place and aligned with project needs.
- Serve as a central point for resource allocation discussions, offering insights on optimizing utilisation and achieving agency-wide efficiency goals.
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, Project Management, or a related field.
- 5+ years of experience in operations, capacity planning, or resource management within an agency or service-oriented environment.
- Strong experience in project management, process documentation, and managing internal projects.
- Proficiency in using project management tools such as ClickUp, Asana, or similar for resource and workload management.
- Excellent organisational, communication, and analytical skills, with the ability to enforce accountability across teams.
Preferred Qualifications:
- Experience in financial or operational management, particularly within an agency setting.
- Strong background in capacity planning and process improvement with a focus on increasing productivity and efficiency.
- Project management certification (e.g., PMP) or experience with Lean methodologies.
Benefits:
- Competitive salary commensurate with experience.
- Part of a larger group, Smollan Group of companies.
- Comprehensive benefits package.
- Discounts on our clients sites.
- Opportunities for professional development and career growth within a fast-growing agency.
- Dynamic and collaborative work environment with a focus on creativity and innovation.
About eComplete
We create and manage the perfect environment in which e-commerce thrives. Our first-of-a-kind, fully-managed, end-to-end e-commerce solution helps brands and retailers get to market at a fraction of the time and cost. We manage the entire e-commerce journey – from click to delivery – enabling our clients to stay focused and what they do best. Our mission is to ignite more e-commerce globally and to connect customers with their favorite brands. We are not just changing the e-commerce industry, we are launching it into the next universe of retail.