Manager, WFM Operations

📋 Description

• Own AI-informed capacity planning across CX Operations, incorporating hybrid human-AI staffing
• Serve as the senior WFM voice with executive and CX leadership, distilling forecast risk, capacity
• Build cross-functional partnerships with Finance, Product, Legal, and Compliance to align on
• Design multi-scenario staffing plans that model tradeoffs between service levels, employee
• Identify and drive strategic opportunities across CX Operations by gathering data, building
• Extend WFM strategic expertise to adjacent teams (Risk and Controls, Programs, P&E), operating

🎯 Requirements

• 5+ years in senior Workforce Management or Strategic Workforce Planning roles with direct
• Demonstrated ability to build partnerships, drive alignment, and influence decisions across
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office
• Experience operating or transitioning a team toward an AI-informed workforce model where AI agents
• Proficiency with modern WFM platforms, BI tools, and sufficient SQL fluency to independently query
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs

🎁 Benefits

• Annual base salary range, which may include equity and bonus eligibility, and benefits.