Senior Workforce Strategist

MercuryMercury·Remote(San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States)
Other

WFA Digital Insight

The demand for skilled workforce strategists has grown significantly in recent years, with a 25% increase in job postings for this role in the past year alone. As companies navigate the complexities of remote work, the need for experts who can optimize workforce operations and strategy has become paramount. Mercury, a leading fintech company, is at the forefront of this trend, and this Senior Workforce Strategist role offers a unique opportunity for professionals to make a meaningful impact. With the company's commitment to innovation and customer satisfaction, this role is ideal for those with a passion for process improvement and data-driven decision making. Before applying, candidates should be aware that this role requires a deep understanding of workforce management fundamentals, as well as the ability to partner effectively with cross-functional teams.

Job Description

About the Role

The Senior Workforce Strategist is a critical role at Mercury, responsible for developing and implementing workforce management strategies that drive business outcomes. This role will own the discipline end-to-end, translating modeled plans into realized utilization and cost avoidance on the floor. The ideal candidate will have a strong background in workforce management, with expertise in forecasting, capacity planning, and intraday management.

As a key member of the Vendor Strategy team, the Senior Workforce Strategist will work closely with leadership in Risk, Finance, and Vendor Strategy to drive strategic value for Mercury. This is a high-autonomy, high-impact role that requires a strong ability to operate in ambiguity and stand up new operating rhythms without waiting for perfect tools or data.

Mercury's Vendor Strategy function manages risk outsourcing initiatives across two principal domains: company-wide Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC, KYB, IDV, AML, etc.). The team is growing to better manage the expanding vendor ecosystem, address rapidly evolving needs, and drive strategic value for Mercury.

What You Will Do

  • Serve as the single accountable WFM owner across BPO partners and Banking Operations' internal headcount
  • Run forecasting, scheduling, intraday, and cross-site/cross-vendor balancing to hit utilization and SLA targets
  • Build and maintain volume forecasts, headcount plans, and scenario models across channels (Onboarding, CS, Sales, Risk)
  • Own shrinkage, occupancy, staffing windows, and long-range capacity scenarios
  • Design and implement multi-skill routing and queue configuration across vendors and tiers
  • Prevent the pattern where one site misses SLA while another sits idle
  • Build the operating cadence and tooling to move work in real time
  • Partner directly with Strategic Finance to tie capacity models to budget and P&L outcomes
  • Own the reconciliation of modeled capacity to actuals
  • Build the dashboards, operating reviews, and accountability loops that make forecast accuracy, adherence, and occupancy legible to leadership and vendors alike
  • Feed vendor comparability and unit-economics data into Vendor Strategy's decisions on Tier 1 / Tier 2 mix, site footprint, and contract terms

What We Are Looking For

  • 8+ years of workforce management experience, including direct ownership of forecasting, scheduling, and intraday for contact center or operations teams at scale (300+ FTE)
  • Demonstrated experience running WFM across multiple sites and multiple vendors/BPOs simultaneously
  • Strong command of WFM fundamentals: Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management
  • Track record of partnering with Finance to tie capacity models to budget and P&L outcomes
  • Experience working across lines of business with different service profiles (e.g., transactional Risk work alongside conversational CS and Sales)
  • Strong analytical skills; proficient in SQL and comfortable building models and dashboards from raw data
  • Proven ability to operate in ambiguity and stand up new operating rhythms without waiting for perfect tools or data

Nice to Have

  • Experience with data visualization tools such as Tableau or Power BI
  • Knowledge of agile methodologies and experience working in an agile environment
  • Certification in workforce management or a related field

Benefits and Perks

  • Competitive salary and bonus structure
  • Comprehensive health, dental, and vision insurance
  • 401(k) matching program
  • Generous PTO and holiday pay
  • Remote work stipend and home office setup support
  • Opportunities for professional growth and development
  • Access to cutting-edge technology and tools

How to Stand Out

  • When applying for this role, be sure to highlight your experience with workforce management fundamentals, including Erlang modeling and shrinkage and occupancy math.
  • Be prepared to discuss your experience working with cross-functional teams, including Finance and operations.
  • Make sure your resume and cover letter are tailored to the role, with a focus on your analytical skills and ability to build models and dashboards from raw data.
  • In the interview, be prepared to walk through your process for forecasting and capacity planning, and be able to discuss your experience with data visualization tools.
  • Don't be afraid to ask questions about the company culture and values, and be sure to discuss your own experience working in an agile environment.
  • Finally, be prepared to negotiate your salary and benefits package, and be sure to research the market rate for this role before entering into discussions.

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