Manager Risk Workforce Management & Analytics San Jose

San Jose, California, United States Make your impact within a rapidly growing Fintech Company As the Manager of Workforce Management (WFM) in Risk Management, you will play a pivotal role in building and scaling a WFM function that supports Risk Operations, Collections, and Credit Underwriting. This is not a traditional WFM roleour goal is to transition from manual processes to automated, data-driven solutions that enable proactive workforce planning and operational efficiency. This is a highly technical WFM role that requires expertise in ETL, automation, data engineering, and analytics. You will act as a thought partner to strategize and execute solutions that balance SLAs, quality, and cost while supporting a dynamic and growing operational model. This role will require a deep understanding of data, automation, and process improvement, as well as the ability to collaborate with engineering teams to ensure the right workforce data is available for planning and reporting. Develop and implement the overall workforce management strategy for Risk Management Operations teams, ensuring alignment with business performance goals. Identify gaps in data availability, infrastructure, and automation, and drive the transition from manual processes to automated workforce intelligence outputs to support real-time monitoring. Find opportunities for process automation and implement improvements. Collaborate closely with engineering, data science, and development teams to define technical requirements, integrate data pipelines, and implement scalable WFM systems that support advanced forecasting, scheduling, and monitoring. Communicate key workforce performance metrics and insights to leadership in a clear and actionable manner - while providing recommendations to optimize scheduling, staffing, and operational efficiencies. Develop flexible workforce models that support various staffing types (full-time employees, third-party vendors) across multiple service channels. Build forecasting, scheduling, and real-time monitoring systems to improve workforce efficiency. Ensure optimal balance between service levels, quality, and operational costs. Leverage statistical modeling, machine learning insights, and automation tools to analyze workforce trends, generate predictive staffing models, and drive data-backed strategic recommendations. Partner with the Risk Management Reporting & Analytics team to develop dashboards and data visualization tools. Build and lead a high-performing WFM team to support Risk Management operations. Recruit, train, and develop team members while providing coaching and performance feedback. Wed love to chat if you have: Bachelors degree in Business Administration, Operations, Data Analytics, or a related field preferred. 5+ years of experience in workforce management, capacity planning, or operations management in a risk management, financial services, or customer service environment. Experience working with workforce management applications (Calabrio, NICE, Verint, Aspect, or similar tools). Experience working with engineering teams to implement WFM data infrastructure. Proficiency in SQL, Python, or other data analysis languages for workforce planning and forecasting. Hands-on experience with WFM system automation, real-time data integration, and API-based reporting. Demonstrated ability to partner with engineering and analytics teams to define and implement workforce data solutions. Skilled in understanding WFM work KPIs and calculations to determine and optimize operations performance. Ability to think strategically and execute in a fast-paced, evolving environment. An affinity for talking with numbersstrong ability to quantify problems and support conclusions with data. Highly analytical, creative, and innovative approach to problem-solving. Strong stakeholder management and communication skills, with the ability to present insights and influence decision-making. The estimated salary range for this role is noted below for our San Jose based role. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. San Jose pay range $167,400-$200,700USD