Manager, WFM Operations

We are seeking a senior WFM leader who combines deep expertise in workforce forecasting, capacity planning, and compliance operations with the communication and leadership skills to operate at the executive level. The ideal candidate is a strategic operator who can translate complex workforce dynamics into clear narratives for senior leadership, build trusted cross-functional partnerships across Ops, Finance, Legal, and Compliance, and plan capacity in environments where AI agents are an active part of the workforce equation. This role is central to our shift from a technically-driven WFM function to a strategic, AI-informed capability that earns a seat at every planning conversation, not just the operational ones.

What you’ll be doing (ie. job duties)

• Lead AI-informed capacity planning, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions into workforce strategy across Compliance lines of business and new product launches.
• Serve as the senior WFM voice with executive leadership, distilling complex workforce dynamics, forecast risk, and capacity tradeoffs into clear, decision-ready narratives for CX, Finance, and Compliance leadership without hand-holding.
• Build trusted partnerships across Ops, Finance, Product, Legal, and Compliance, driving alignment on workforce priorities, regulatory planning, and resourcing tradeoffs across competing stakeholder demands.
• Develop and manage cost models and OpEx forecasts for Compliance Operations, incorporating AI/automation-driven productivity gains and scenario-based risk planning.
• Identify and drive areas of opportunity across Compliance Operations: gather data, build the business case, communicate recommendations, secure cross-functional buy-in, and lead initiatives from concept through execution.
• Lead execution of strategic and tactical plans to ensure operational and regulatory targets are met consistently, with clear tradeoff visibility for leadership when capacity or compliance risks emerge.
• Create multi-scenario staffing plans for Compliance Operations that model tradeoffs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, Cost Effectiveness, and AI/automation leverage.
• Extend WFM strategic expertise to adjacent teams (Risk & Controls, Programs, P&E), acting as a center of excellence for resource planning methodology across the broader organization.
• Periodically brief senior and executive leadership on WFM performance, capacity risk, regulatory readiness, and the strategic direction of the function.

What we look for in you (ie. job 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.
• Demonstrated stakeholder leadership: proven ability to build partnerships, drive alignment, and influence decisions across Finance, Legal, Compliance, Ops, and senior CX leadership without positional authority.
• Executive-level communication skills: able to distill complex workforce dynamics, regulatory risk, and capacity tradeoffs into crisp, decision-ready narratives for senior and executive leadership without hand-holding.
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments, with experience designing staffing models that account for AI/automation-driven productivity assumptions.
• Experience operating in, or actively transitioning a team toward, an AI-informed workforce model, including planning capacity in environments where AI agents contribute to operational output.
• Proven drive for operational excellence in regulated environments, able to navigate ambiguity, manage high-stakes compliance requirements, and deliver results under regulatory scrutiny.
• Strong analytical skill, with a passion for metrics and data; ability to translate quantitative insights into strategic recommendations that influence business decisions.
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization with rapidly evolving regulatory and operational conditions.
• Experience with modern WFM platforms (e.g., Assembled or comparable) and BI tools (e.g., Looker, Hex).

Nice to haves

• Experience designing or operating a two-tier model (senior internal strategists + managed BPO execution layer).
• Familiarity with AI/automation tooling in an operational or WFM context (e.g., agentic workflows, LLM-assisted forecasting, low-code automation platforms).
• SQL experience and/or data fluency sufficient to independently query and validate workforce data.
• Experience in Tech/Fintech industry.
• Consulting background.