Manager, WFM Compliance Operations

Overview

Senior WFM leader to drive AI-informed workforce planning and compliance operations capacity strategy, and to serve as the senior WFM voice with executive leadership.

What you'll do

• 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 you'll need

• 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 have

• 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.

Details

• Remote-first, but not remote-only; quarterly in-person working sessions called "surges".
• Position ID: P77103.
• Candidates may submit a maximum of 3 applications within a 6-month period.