Summary
Overview
Work History
Education
Skills
Timeline
Generic
Jacob Hughes

Jacob Hughes

Fredericksburg,TX

Summary

Workforce planning leader with extensive experience at Expedia Inc. and Hopper USA, recognized for driving cost reductions and improving forecasting accuracy. Specialized in capacity planning and data analysis, successfully implemented automation strategies resulting in $3M in savings. Committed to optimizing processes and enhancing team collaboration to deliver outstanding results.

Overview

15
15
years of professional experience

Work History

Head of Workforce Planning

Hopper Inc.
12.2022 - 05.2025
  • Led a team of 11 analysts, supporting banking and consumer channels for 2,500 agents, while enhancing scheduling accuracy.
  • Revamped capacity planning and forecasting methods, reducing turnaround times amid shifting business demands.
  • Cut fixed team expenses by 50% through eliminating redundant processes.
  • Deployed the IEX platform in six months, boosting team efficacy.
  • Enhanced forecasting strategies to reduce cost per transaction by 60%, while boosting agent efficiency.
  • Established vendor-facing standards for real-time performance monitoring, fortifying process adherence.

Director Workforce Planning and Strategy

Expedia Inc.
08.2014 - 08.2022
  • Oversaw global workforce management for over 13,000 agents, ensuring robust forecasting alignment.
  • Launched a centralized staff planning platform, reducing manual touchpoints, and streamlining staffing.
  • Constrained fixed expenses by leveraging automation and process improvements.
  • Implemented an enterprise forecasting engine, yielding an ROI 9 weeks earlier, and cutting variable expenses by $3M.
  • Streamlined forecast processes, curbing overspend risk by $18 million.
  • Developed comprehensive reporting dashboards to monitor demand trends and capacity planning.

Senior Manager of Demand Planning

Expedia Inc.
03.2013 - 08.2014
  • Managed a brand-centric demand planning team, forecasting over 450 line items accurately.
  • Directed annual contact center staff planning for a $180M operation, integrating budget insights.
  • Built an audit process to effectively bridge gaps between supply and demand.
  • Standardized global demand planning processes, ensuring seamless finance integration.
  • Instituted data analysis techniques to refine demand modeling, and enhance forecasting accuracy.

Global Forecast Manager

Expedia Inc.
03.2010 - 03.2013
  • Managed forecasting for multiple brands across three super regions, ensuring streamlined capacity planning.
  • Developed a standardized forecasting template for EMEA and the Americas, promoting consistency.
  • Co-created an audit process to bridge gaps between demand and resource planning, enhancing accuracy.

Education

Some College (No Degree) -

Texas State University
San Marcos, TX

Skills

Workforce Planning

Team Leadership

Strategic Forecasting

Process Improvement

Data-Driven Decision Making

Reporting and Data Analysis

Strategic Thinking

Vendor Management

Performance Metrics

Budget Management

Cost Reduction

Timeline

Head of Workforce Planning

Hopper Inc.
12.2022 - 05.2025

Director Workforce Planning and Strategy

Expedia Inc.
08.2014 - 08.2022

Senior Manager of Demand Planning

Expedia Inc.
03.2013 - 08.2014

Global Forecast Manager

Expedia Inc.
03.2010 - 03.2013

Some College (No Degree) -

Texas State University

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