Manager, WFM Operations

For our client, we are seeking a Manager, WFM Operations to join the team of a leader in the Finance & Insurance space.

This role will lead workforce management operations with a strong focus on AI-informed capacity planning and strategic staffing models for customer experience functions. The manager will partner closely with Finance, Product, Legal, and Compliance to align workforce plans with business goals, service expectations, and regulatory considerations. This position will also serve as a trusted advisor to executive leadership, translating complex workforce data into clear recommendations that support operational efficiency and cost discipline.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $185,915 – $195,700 annually

Responsibilities

• Own AI-informed capacity planning for customer experience operations, incorporating hybrid staffing models.
• Serve as the senior WFM voice with executive leadership, delivering decision-ready narratives.
• Build partnerships with Finance, Product, Legal, and Compliance on workforce alignment.
• Design staffing plans that model service levels, employee experience, and cost effectiveness.
• Identify strategic opportunities in customer experience operations and lead cross-functional initiatives.
• Extend WFM expertise to adjacent teams as a resource planning center of excellence.

Qualifications

• 5+ years of experience in senior Workforce Management, Operations, or Strategic Workforce Planning in regulated industries.
• Ability to build partnerships and influence stakeholders without formal authority.
• Expertise in capacity planning and forecasting in complex environments.
• Experience supporting teams transitioning to AI-informed workforce models.
• Proficiency with modern WFM platforms and BI tools, with SQL fluency.
• Responsible utilization of generative AI with human oversight.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with company contributions.
• Bonus eligibility and equity options.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.