WFM Operations Manager

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

📋 Description

• Lead capacity planning informed by AI across Compliance lines of business and the launch of new products, including hybrid staffing models that integrate human and AI resources, along with scenario planning.

• Act as the senior Workforce Management representative with executive leadership, converting workforce dynamics, forecast risks, and capacity trade-offs into actionable narratives for decision-making.

• Establish partnerships across Operations, Finance, Product, Legal, and Compliance to synchronize workforce priorities and resource allocation trade-offs.

• Create and oversee cost models and operational expenditure forecasts for Compliance Operations.

• Identify opportunities, formulate business cases, communicate recommendations, gain buy-in, and guide initiatives through to execution.

• Direct both strategic and tactical plans to achieve operational and regulatory objectives.

• Develop multi-scenario staffing plans that balance service levels, employee experience, flexibility, cost-effectiveness, and the utilization of AI and automation.

• Provide WFM expertise to adjacent teams, acting as a center of excellence for resource planning.

• Update senior and executive leadership on WFM performance, capacity risks, regulatory preparedness, and strategic direction.

⛳️ Requirements

• A minimum of 5 years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles.

• Direct responsibility for operations governed by regulations or compliance in financial services or fintech.

• Proven ability to cultivate partnerships, drive consensus, and influence decision-making across Finance, Legal, Compliance, Operations, and senior Customer Experience leadership without relying on positional authority.

• Exceptional communication skills suitable for presenting workforce dynamics, regulatory risks, and capacity trade-offs to senior leadership.

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

• Experience in designing staffing models that incorporate productivity assumptions driven by AI and automation.

• Background in operating within or transitioning a team to an AI-informed workforce model where AI agents play a role in operational output.

• Skillful in navigating ambiguity, managing stringent compliance requirements, and performing under regulatory scrutiny.

• Strong analytical capabilities with the ability to convert quantitative insights into strategic recommendations.

• Adaptability and flexibility in a rapidly growing, fast-paced organization.

• Familiarity with modern Workforce Management platforms such as Assembled or similar tools.

• Experience using Business Intelligence tools like Looker or Hex.

• Nice to have: Experience with a two-tier Workforce Management/BPO model.

• Nice to have: Familiarity with AI/automation tools, including agentic workflows, LLM-assisted forecasting, or low-code automation platforms.

• Nice to have: SQL experience and/or data fluency.

• Nice to have: Experience in the Tech/Fintech industry.

• Nice to have: A background in consulting.

🏝️ Benefits

• Remote-first work arrangement.

• Quarterly in-person working sessions referred to as “surges.”

• Commitment to equal opportunity employment.

• Support for reasonable accommodation needs.

• Complimentary compatible screen reader for applicants requiring screen-reading technology.