Manager, WFM Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the transformation of Workforce Management from a technical support role into a strategic, AI-enhanced capability.

• Take responsibility for capacity planning, workforce forecasting, and cost modeling across Consumer Customer Experience business units.

• Convert workforce dynamics into actionable narratives for senior leadership.

• Foster collaborations across Operations, Finance, Legal, and Compliance departments.

• Ensure alignment on resource allocation, regulatory preparedness, and productivity driven by automation.

• Manage AI-informed capacity planning that includes hybrid human-AI staffing models, scenario planning, and assumptions related to automation-driven productivity.

• Act as the primary WFM representative for executive and Customer Experience leadership.

• Develop multi-scenario staffing strategies that balance service levels, employee experience, operational flexibility, cost efficiency, and the utilization of AI/automation.

• Identify strategic opportunities, create business cases, gain cross-functional support, and steer initiatives from inception to execution.

• Share WFM expertise with Risk and Controls, Programs, and P&E, establishing a center of excellence for resource planning methodologies.

⛳️ Requirements

• Over 5 years of experience in senior roles related to Workforce Management, Operations, or Strategic Workforce Planning.

• Direct responsibility for regulated or compliance-focused operations in the financial services or fintech sectors.

• Proven ability to forge partnerships, promote alignment, and influence decision-making across Finance, Legal, Compliance, Operations, and senior leadership without relying on positional authority.

• Expertise in capacity planning, forecasting, and scenario modeling within complex back-office environments.

• Experience in creating staffing models that incorporate productivity assumptions driven by AI/automation.

• Experience working within or transitioning a team to an AI-informed workforce model where AI agents contribute to operational productivity.

• Proficient in modern WFM platforms (e.g., Assembled or similar).

• Skilled in using BI tools (e.g., Looker, Hex).

• Adequate SQL proficiency to independently query and validate workforce data.

• Capable of using generative AI responsibly while ensuring human oversight.

• Limited to a maximum of 3 applications within a 6-month timeframe.

🏝️ Benefits

• Eligibility for equity.

• Eligibility for bonuses.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) plan.