Planning Manager

DAZN Customer Service is growing, and we’re strengthening our operational capability with the addition of a Planning Manager. This senior role will provide expert leadership across workforce planning, capacity modelling, real-time performance control, and operational alignment.
The Planning Manager will act as a key operational partner to the Head of Operations, Head of People, and Head of Performance, ensuring that planning, scheduling, forecasting, and real-time management processes are robust, proactive, and consistently delivered across both in-house teams and third-party BPO partners.
You’ll take full ownership of the Workforce Management (WFM) function. This role is critical for embedding strong operational discipline, strengthening performance consistency, and securing the best possible customer outcomes.

Key Responsibilities

• Own the end-to-end Workforce Management (WFM) cycle, including forecasting, capacity planning, scheduling, real-time management, and reporting.

• Lead and develop the WFM team, ensuring they operate with best-practice processes, high accuracy, and strong business partnering.

• Drive continuous improvement across WFM processes, tools, and methodologies.

Operational Partnership & Governance

• Work closely with the Head of Operations to ensure staffing and planning align with service goals, seasonality, product changes, and demand patterns.

• Provide clear risk assessments, recommendations, and data-driven insights to senior CS leadership.

Real-Time Control & Performance Management

• Strengthen operational control on the ground by ensuring accurate intraday management, adherence tracking, and proactive response to performance risks.

• Establish consistent performance governance across in-house and outsourced operations.

Third-Party Supplier Management

• Act as the planning lead for external BPO providers, ensuring they follow DAZN’s planning and performance frameworks.

• Embed consistent forecasting approaches, agreed SLAs expectations, and real-time alignment across all partners.

• Ensure data accuracy and process standardisation across suppliers.

Strategic Planning & Continuous Improvement

• Drive long-term capacity modelling to support CS scaling, product launches, and market growth.

• Improve forecasting accuracy and support meetings such as QBRs, MBRs, and performance reviews.

• Deliver planning insights that inform cost optimisation, service level improvement, and operational efficiency.

Skills, Knowledge & Expertise

• Proven experience in Workforce Management or capacity planning for a large, multi-site customer service organisation.

• Strong stakeholder engagement skills, with experience influencing operations, HR/people teams, and senior leadership.

• Experience managing planning across internal and third-party BPO environments.

• Deep understanding of forecasting models, scheduling principles, and real-time performance control.

• Advanced analytical capability and proficiency in WFM systems and tools.

• Ability to operate autonomously, owning processes and making informed recommendations.

Desirable

• Experience within subscription, streaming, or high-growth digital environments.

• Knowledge of intraday optimisation techniques and modern WFM technologies.

• Previous leadership of a multi-location WFM team.