Director of Capacity Management

About Appen

Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry's most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.

Our data is crucial for building and continuously improving the world's most innovative artificial intelligence systems and Appen is already trusted by the world's largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.

At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.

At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Us: 

We are a leading AI data services company, enabling global enterprises to build and deploy large-scale AI models and applications. With a network of over 1 million Contributors in 185+ countries, CrowdGen is our proprietary platform that connects highly skilled independent contractors with AI data projects requiring diverse expertise in over 500 languages. Our projects range from quick-turn, high-volume tasks to long-term engagements with complex deliverables. 

Position Overview: 

The Director of Capacity Management will lead the development and optimization of strategies to ensure the right Contributors are sourced, allocated, and engaged to meet the dynamic demands of our AI data projects. This key leadership role will oversee capacity forecasting, contributor headcount planning, and project feasibility analysis, ensuring our ability to meet client deliverables while optimizing cost, Contributor lifetime value (CLV), and Net Promoter Score (NPS). 

As a core member of the CrowdGen leadership team, the Director will collaborate across functions including Delivery, Client Services, Direct Marketing, Funnel Operations, and Contributor Experience to drive efficiency and scalability in managing our Contributor capacity. 

Key Responsibilities: 

1. Strategic Capacity Planning: 

- Build and maintain analytic tools and reporting systems to forecast client demand for Contributors, segmented by skills, geography, and project complexity. 

- Develop strategies to align Contributor capacity with production forecasts, adjusting dynamically to fast-changing project requirements. 

- Translate business objectives into operational plans, ensuring capacity readiness for high-intensity, fast-start projects, and long-term, high-complexity engagements. 

2. Operational Optimization: 

- Partner with Delivery and Client Services teams to assess the feasibility of proposed projects, considering project deliverables, complexity, and timelines. 

- Commit to realistic Contributor sourcing and delivery plans, mitigating risks to client deliverables. 

- Monitor Contributor allocation efficiency, ensuring the optimal cost structure for project staffing. 

3. Collaboration and Stakeholder Engagement: 

- Advise Funnel Operations and Direct Marketing teams on areas of highest recruitment priority to ensure adequate pipeline flow. 

- Guide the Contributor Experience team to initiatives that improve Contributor retention, engagement, and satisfaction. 

- Support Delivery and Client Services teams by providing data-driven insights and feasibility recommendations. 

4. Contributor Lifecycle Value (CLV) Management: 

- Identify and prioritize drivers of CLV, ensuring Contributor acquisition and retention strategies align with long-term business goals. 

- Collaborate with cross-functional teams to grow CLV while maintaining high Contributor NPS. 

- Analyze and address attrition trends, leveraging insights to enhance Contributor engagement. 

5. Leadership and Team Development: 

- Lead a team responsible for capacity forecasting, Contributor analytics, and operational planning. 

- Foster a culture of innovation, collaboration, and data-driven decision-making. 

- Provide regular updates and strategic recommendations to the GM of CrowdGen and executive leadership.

Qualifications: 

- 10+ years of experience in workforce planning, capacity management, or a related role, preferably in a technology, AI, or platform-driven company. 

- Proven expertise in demand forecasting, resource planning, and operational analytics. 

- Strong understanding of AI data project workflows and requirements, including the balance between fast-start and long-term projects. 

- Exceptional analytical skills, with the ability to interpret data and develop actionable insights. 

- Experience driving cross-functional initiatives and influencing at senior leadership levels. 

- Knowledge of CLV, NPS, and strategies for balancing operational efficiency with Contributor satisfaction. 

- Strong leadership and communication skills, with a track record of managing and developing high-performing teams. 

Preferred Skills: 

-Experience with global, multilingual workforces or contributor networks. 

-Familiarity with digital marketing, Contributor acquisition, or recruitment pipelines. 

-Background in AI, data services, or platform business models. 

Why Join Us? 

- Be part of a cutting-edge company at the forefront of AI and data innovation. 

- Work with a globally distributed team of passionate professionals. 

- Shape the future of Contributor management in a rapidly evolving industry. 

- Competitive salary, benefits, and opportunities for growth. 

If you’re a strategic thinker and operational expert ready to lead in a high-impact role, we invite you to apply for the position of Director of Capacity Management. Help us continue to deliver world-class AI data solutions while building a Contributor network that is efficient, engaged, and scalable. 

Appen is the global leader in data for the AI Lifecycle with more than 25 years’ experience in data sourcing, annotation, and model evaluation. Through our expertise, platform, and global crowd, we enable organizations to launch the world’s most innovative artificial intelligence products with speed and at scale. Appen maintains the industry’s most advanced AI-assisted data annotation platform and boasts a global crowd of more than 1 million contributors worldwide, speaking more than 235 languages. Our products and services make Appen a trusted partner to leaders in technology, automotive, finance, retail, healthcare, and government. Appen has customers and offices globally.