Manager, WFM Operations

Responsibilities

• Lead AI-informed capacity planning across Compliance lines of business and new product launches, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions.
• Serve as the senior Workforce Management voice with executive leadership, translating workforce dynamics, forecast risk, and capacity tradeoffs into decision-ready narratives for CX, Finance, and Compliance leadership.
• Build partnerships across Operations, Finance, Product, Legal, and Compliance to align on workforce priorities, regulatory planning, and resourcing tradeoffs.
• Develop and manage cost models and OpEx forecasts for Compliance Operations, including AI- and automation-driven productivity gains and scenario-based risk planning.
• Identify opportunities across Compliance Operations, build business cases, communicate recommendations, secure cross-functional buy-in, and lead initiatives through execution.
• Execute strategic and tactical plans to meet operational and regulatory targets, providing leadership with visibility into capacity and compliance risks.
• Create multi-scenario staffing plans that model tradeoffs among customer experience and service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage.
• Extend Workforce Management expertise to adjacent teams as a center of excellence for resource planning methodology.
• Brief senior and executive leadership on Workforce Management performance, capacity risk, regulatory readiness, and the strategic direction of the function.

Requirements

• 5+ years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles, including direct accountability for regulated or compliance-driven operations in financial services or fintech.
• Proven ability to build partnerships, drive alignment, and influence decisions across Finance, Legal, Compliance, Operations, and senior CX leadership without positional authority.
• Executive-level communication skills, including the ability to distill complex workforce dynamics, regulatory risk, and capacity tradeoffs into concise narratives.
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments.
• Experience designing staffing models that account for AI- and automation-driven productivity assumptions.
• Experience operating in or transitioning a team toward an AI-informed workforce model, including planning for AI-agent contributions to operational output.
• Proven operational excellence in regulated environments and ability to manage high-stakes compliance requirements under regulatory scrutiny.
• Strong analytical and data interpretation skills, with the ability to translate quantitative insights into strategic recommendations.
• Flexibility and adaptability in a high-growth organization with evolving regulatory and operational conditions.
• Experience with modern Workforce Management platforms, such as Assembled or comparable tools, and BI tools such as Looker or Hex.

Nice to Have

• Experience designing or operating a two-tier model with senior internal strategists and a managed BPO execution layer.
• Familiarity with AI and automation tooling in operational or Workforce Management contexts, including agentic workflows, LLM-assisted forecasting, or low-code automation platforms.
• SQL experience or sufficient data fluency to independently query and validate workforce data.
• Experience in the technology or fintech industry.
• Consulting background.