Manager, WFM Operations
Job Summary
Leading the evolution of workforce management, the full-time Manager, WFM Operations will own AI-informed capacity planning, workforce forecasting, and cost modeling for Customer Experience operations, while collaborating remotely with cross-functional teams to drive strategic initiatives.
Key responsibilities:
- Own AI-informed capacity planning and develop hybrid human-AI staffing models for CX Operations
- Serve as the senior WFM voice to executive leadership, translating complex workforce dynamics into actionable narratives
- Build partnerships across Finance, Product, Legal, and Compliance to align on workforce priorities and operational forecasts
Required qualifications:
- 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles in financial services or fintech
- Proven ability to influence decisions across multiple stakeholders without positional authority
- Expertise in capacity planning, forecasting, and scenario modeling in complex environments
- Experience with AI-informed workforce models and modern WFM platforms
- Proficiency in BI tools and SQL for workforce data analysis
Complete Job Description
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