Manager, WFM Operations

Accountabilities:
The Manager, WFM Operations will serve as a strategic workforce planning leader, responsible for developing data-driven capacity strategies, improving operational effectiveness, and enabling informed decision-making across the organization. This role requires strong analytical thinking, executive communication, and the ability to influence cross-functional partners while navigating evolving operational and regulatory requirements. Lead AI-informed capacity planning strategies, incorporating hybrid human-AI workforce models, automation opportunities, and productivity assumptions into workforce plans. Develop staffing models, forecasts, and scenario analyses that balance service levels, employee experience, operational flexibility, cost efficiency, and automation opportunities. Partner with senior leaders across operations, finance, legal, product, and compliance teams to align workforce priorities and resource planning decisions. Translate complex workforce data, capacity risks, and operational tradeoffs into clear recommendations for executive stakeholders. Build and manage cost models, operating expense forecasts, and workforce investment strategies. Identify opportunities to improve workforce processes, gather supporting data, develop business cases, and lead initiatives from strategy through execution. Support regulatory readiness by ensuring workforce plans align with compliance requirements and operational goals. Establish workforce planning best practices and extend expertise across adjacent teams as a center of excellence. Monitor workforce performance, capacity risks, and operational trends while providing regular updates to senior leadership. Leverage modern workforce management platforms, analytics tools, and automation technologies to improve planning capabilities. Requirements: The ideal candidate is a strategic workforce management professional with experience leading complex planning initiatives in regulated or highly operational environments. They combine strong analytical capabilities with executive-level communication skills and the ability to drive alignment across diverse stakeholders. 5+ years of experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles. Proven experience supporting regulated, compliance-driven, financial services, fintech, or similarly complex operational environments. Strong expertise in forecasting, capacity planning, workforce modeling, and scenario analysis. Demonstrated ability to influence senior stakeholders across operations, finance, legal, compliance, and customer experience teams. Exceptional communication skills with the ability to simplify complex workforce insights into clear executive recommendations. Experience designing workforce strategies that incorporate AI, automation, or technology-enabled productivity improvements. Strong analytical mindset with experience using metrics and data to drive business decisions. Ability to operate effectively in fast-paced, ambiguous environments with changing priorities. Experience with modern WFM platforms and business intelligence tools such as forecasting, reporting, or analytics solutions. Familiarity with SQL, data querying, or workforce data validation is a plus. Experience in technology, fintech, consulting, or other high-growth environments is preferred. Benefits: Competitive compensation package based on experience and qualifications. Medical, dental, and vision insurance with strong employer contributions. Health Savings Account (HSA) with company contributions. 401(k) retirement plan with company match. Disability and life insurance coverage. Wellness stipend to support personal health and wellbeing. Mobile and internet reimbursement. Generous paid time off and leave policies. Volunteer time off opportunities. Fertility counseling and benefits. Opportunity to participate in digital currency compensation options. Remote-first work environment with opportunities for collaboration and innovation.

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