Head of Workforce Optimization
Core
Lead the global Workforce Optimization function to create an operating model for forecasting, staffing, real-time management, vendor governance, and automation across thousands of internal and external analysts.
Role type
Senior IC Head of Workforce Optimization
Builds
A unified operating model for workforce planning, capacity management, and AI-driven optimization for customer-facing and regulated operations.
Domain
Fintech / Workforce Management / Operations
Deliverable
production ML models
Required skills
Workforce management strategy, long-range forecasting, capacity planning, vendor governance, workforce analytics, automation strategy, regulatory compliance planning, team leadership, data-driven decision making, stakeholder alignment
Preferred skills
Experience with statistical or machine-learning models for workforce decisions, experience with high-volume customer and back-office operations, experience with regulated operations
Technologies
Assembled, Snowflake, SQL, Google Workspace, AI and automation tools
Responsibilities
Set strategy and operating model for Workforce Management; Own long-range forecasting and capacity planning; Connect long-range plans to short-term staffing commitments; Define service and staffing strategies; Establish governance for global BPO partners; Build analytics foundation with shared metrics; Partner with product/engineering to prioritize automation; Embed regulatory capacity planning; Lead workforce incidents and escalations; Align leaders on tradeoffs and risks; Build and develop a multidisciplinary team.
