Overview
As the Senior Manager of Workforce Management (WFM), you will lead the strategic engine of our Risk Operations organization. You are responsible for leading a team of Workforce Analysts and Consultants to ensure we have the right people in the right place at the right time to protect our customers and the business. You will oversee the end-to-end resource lifecycle—from long-term capacity planning and headcount budgeting to real-time intraday execution—for a high-volume, multi-channel Fintech environment.
Responsibilities
Strategic Capacity Leadership: Own the long-range (12-month) and short-range forecasting models for Risk Operations, collaborating with senior leaders to provide tactical plans for resource deployment and level-loaded workflows.
Team Management: Lead and mentor a team of Workforce Analysts, ensuring they deliver high-accuracy 90-day, 6-month, and 12-month volume forecasts that drive global staffing decisions.
Operational Excellence: Oversee the optimization of shifts, schedules, and shift bids to ensure SLA targets are met consistently across all lines of business.
Executive Influence: Regularly present key performance metrics—including occupancy, utilization, and service levels—to stakeholders, translating complex data into actionable business narratives.
Cross-Functional Orchestration: Partner with Product, Engineering, and Marketing to understand upcoming feature releases and business changes that may impact volume, ensuring the WFM strategy evolves ahead of the business.
Technology Ownership: Drive the implementation and optimization of Workforce Optimization (WFO) and Management (WFM) software (e.g., eWFM, IEX, Oracle) to maximize organizational efficiency.
Real-Time Governance: Manage the "Intraday" performance framework, ensuring your team provides live highlights and coverage adjustments to meet fluctuating customer volume.
Qualifications
Advanced Analytical Expertise: Master-level ability to use data modeling to identify trends, predict volume volatility, and make high-stakes recommendations for staffing scale.
Strategic Communication: Ability to summarize and visualize complex data for multiple levels of stakeholders, focusing on "the story behind the numbers".
Software Proficiency: Deep working knowledge of WFM ecosystems such as Siebel, Blue Pumpkin, IEX, TCS, Oracle, or Interactive Intelligence (I3).
Adaptability: Proven track record of solving problems and making critical decisions with minimal supervision in a dynamic, high-pressure environment.
Advanced Excel/Data Tools: Expert proficiency in Microsoft Excel and Google Suite for advanced data storage, reporting, and scheduling tasks.
Education & Experience
Experience: 8+ years of workforce strategy experience in large-scale call center or back-office operations, with at least 3 years in a leadership/people-management role.
Education: Bachelor’s degree in Mathematics, Business Administration, Business Studies, or a related field.
Fintech Background: Previous experience managing WFM for Risk, Fraud, or Lending operations is highly preferred.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:
Atlanta, GA: $126K $148K $170K
Plano, TX: $126K $148K $170K
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