Manager, WFM Operations
Leads strategic workforce management for regulated Customer Experience operations, owning AI-informed capacity planning, forecasting, cost modeling, and staffing scenarios. Requires 5+ years in senior workforce planning or operations roles, fintech or financial-services experience, and proficiency with WFM platforms, BI tools, and SQL.
About the job
Responsibilities
- Own AI-informed capacity planning across Customer Experience Operations, including hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions.
- Lead workforce forecasting, cost modeling, and staffing strategy for existing lines of business and new product launches.
- Advise executive and CX leadership by translating forecast risk, capacity tradeoffs, and regulatory readiness into decision-ready narratives.
- Partner with Finance, Product, Legal, Compliance, and Operations on workforce priorities, OpEx forecasts, cost models, and resourcing decisions.
- Design multi-scenario staffing plans balancing service levels, employee experience, operational flexibility, cost effectiveness, and AI leverage.
- Identify strategic opportunities, build business cases, secure cross-functional alignment, and lead initiatives through execution.
- Extend workforce-management expertise to adjacent teams as a resource-planning center of excellence.
Requirements
- 5+ years of experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
- Experience with regulated or compliance-driven operations in financial services or fintech.
- Ability to influence Finance, Legal, Compliance, Operations, and senior leadership without positional authority.
- Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments.
- Experience designing staffing models incorporating AI- and automation-driven productivity assumptions.
- Experience operating in or transitioning teams toward AI-informed workforce models.
- Proficiency with modern workforce-management platforms such as Assembled or comparable tools.
- Proficiency with BI tools such as Looker or Hex.
- Sufficient SQL fluency to independently query and validate workforce data.
- Responsible use of generative AI with appropriate human oversight.
Compensation
- Annual base salary: $185,915–$195,700 USD.
- Total compensation may include equity, bonus eligibility, and benefits.
Skills
Workforce Management, Capacity Planning, Workforce Forecasting, Scenario Modeling, Cost Modeling, Artificial Intelligence, Automation, Assembled, Looker, Hex, SQL, Generative AI
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