Resource Manager

Own and continuously improve Marco’s real-time demand-to-capacity program — a single system of record for capacity, skills, and availability across field and project resources, replacing manual, spreadsheet-based tracking.

Match incoming projects and work orders to the right resource based on availability, skill set, and customer segmentation/priority tier, so assignment is fast and consistent rather than a judgment call.

Partner with sales, pre-sales, and PMO leadership — incorporating forward-looking pipeline demand, not just closed work — to forecast upcoming demand and identify capacity gaps before they impact delivery, and drive integration across CRM, resourcing, and PMO systems so the data lives in one place.

Monitor utilization in real time, setting thresholds and alerts for over-allocation (burnout risk) and under-allocation (bench risk) across coordinators and project managers.

Publish and maintain honest, tier-based lead times — with a clear, limited expedite path — so sales can set accurate client expectations.

Run a standing capacity review cadence with delivery leadership that drives real hiring and reallocation decisions, and escalate resourcing conflicts, capacity shortfalls, or hiring needs with clear recommendations.

Close the loop on forecasting accuracy by comparing actual hours and outcomes to original estimates, feeding those learnings back into the model, and publish regular capacity/utilization reporting for leadership. Willingly take direction from leadership and others involved with special projects.