Senior Manager, Workforce Management

Job Summary

Leading the evolution of Workforce Management, the full-time Senior Manager, Workforce Management will own AI-informed capacity planning and workforce forecasting for Customer Experience operations, building strategic partnerships across departments while working remotely with occasional in-person sessions.

Key responsibilities

• Own AI-informed capacity planning and hybrid staffing models for CX Operations, integrating automation-driven productivity assumptions
• Serve as the senior WFM voice with executive leadership, translating complex workforce dynamics into clear, actionable narratives
• Build cross-functional partnerships to align on workforce priorities, cost models, and operational forecasts

Required qualifications

• 5+ years in senior Workforce Management or Strategic Workforce Planning roles within regulated financial services or fintech
• Proven ability to influence decisions and drive alignment across Finance, Legal, Compliance, and senior leadership
• Expertise in capacity planning, forecasting, and scenario modeling in complex operational environments
• Experience transitioning teams to an AI-informed workforce model with AI agents contributing to operations
• Proficiency with modern WFM platforms and BI tools, along with SQL fluency for data validation