Sr. Manager, WFM Tools and Governance

We are seeking a Sr. Manager, WFM Tools and Governance to join our team. This role is responsible for establishing the standards, controls, and technology foundation for Workforce Management. The successful candidate will ensure consistent WFM practices across lines of business and advance the tools, automation, and AI capabilities required to support forecasting, capacity planning, real-time management, and workforce optimization.

Key areas of accountability include:

• Establishing and maintaining WFM governance, standard operating procedures, planning standards, and decision rights
• Leading WFM audits, control reviews, remediation tracking, and continuous improvement
• Governing the skills matrix, FTE directory, queue and skill inventory, and escalation procedures
• Owning the WFM tools strategy, roadmap, work-intake process, and change governance
• Enabling responsible AI and automation integration with appropriate human oversight and operational controls

The Sr. Manager will collaborate regularly with senior WFM, Operations, Technology, Product, and Reporting and Insights leaders to align governance and technology priorities with business needs. This role reports to the Sr. Director, Workforce Management.

Key Responsibilities:

• Create, maintain, and govern WFM standard operating procedures, planning standards, authority matrices, and escalation protocols.
• Establish audit and control routines that measure adherence to WFM standards; identify gaps and drive remediation to closure.
• Own governance of the WFM skills matrix, FTE directory, and queue and skill inventory to improve accuracy, consistency, and operational flexibility.
• Lead the WFM tools strategy and roadmap, balancing operational priorities, platform capabilities, risk, and scalability.
• Manage WFM work intake, prioritization, requirements, testing, approval, implementation, and change communication.
• Partner with Technology and Operations to simplify platform configurations, eliminate unnecessary complexity, and strengthen production controls.
• Guide the integration of AI and automation into WFM workflows, including appropriate human oversight, monitoring, exception handling, and performance measurement.
• Provide thought leadership and strategic guidance to ensure WFM teams have the tools, standards, processes, and controls required to deliver operational results.
• Build strong partnerships across WFM Planning, the 24/7 AI-Driven Command Center, Operations, Reporting and Insights, and Technology.
• Develop and report measures of governance effectiveness, tool adoption, control performance, and realized business value.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.