Manager, WFM Compliance Operations

Responsibilities

• 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.

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