USA Jobs
Senior Manager Of Finance & Wfm
The Merchant Experience Operations team is dedicated to delivering exceptional service and scalable solutions for our merchant partners. Within this organization, the Finance & Workforce Management (WFM) function plays a critical role in ensuring our headcount plans, budgets, and vendor investments align with operational needs and business priorities. We serve as the connective tissue between operations, finance, and workforce strategy, helping drive sustainable growth and cost discipline. As the Senior Manager of Finance & WFM, you will lead the strategic and tactical planning of workforce and financial operations for Merchant Experience. Your North Star is managing daily SLA performance across our global network - ensuring we meet service commitments while operating within budget. You'll leverage forecasting, staffing accountability, and vendor management to ensure that we're delivering high quality outcomes at scale. You will own headcount planning, budget oversight, and vendor cost analysis across internal teams and offshore operations. You will partner closely with leadership, Finance, Recruiting, Vendor Ops, and Workforce Management teams to align capacity with demand, forecast future needs, and track against key performance indicators. This role is ideal for a highly analytical operator with strong business acumen and a passion for building structured, data-driven planning processes. This role reports to the Senior Director of Merchant Experience Ops and is based in Tempe, Arizona. You're excited about this opportunity because you will... Serve as the owner of daily SLA performance across our internal and vendor network, using cost as a constraint. Manage forecasting inputs (volume, AHT) in partnership with Strategy & Operations and WFM to support SLA attainment. Drive accountability for staffing levels by partnering with HR, Recruiting, and Operations leaders. Influence shrinkage, attrition, and productivity through data insights and cross-functional coordination. Lead headcount and capacity planning across global Merchant Experience teams, ensuring alignment to volume, SLAs, and budget. Serve as the business owner for operating budgets, working with Finance to track spend, manage accruals, and drive accountability. Partner with Vendor Ops to analyze vendor financial performance and inform investment decisions. Develop and own robust forecasting and reporting tools to support proactive decision-making. Drive strategic workforce planning initiatives, including location strategy, span of control, and shift optimization. Act as a key liaison to Recruiting, Training, and Finance to ensure staffing and budgeting decisions are synchronized. Present recommendations to senior leadership and lead cross-functional initiatives that improve planning efficiency and financial stewardship. We're excited about you because... You have 8+ years of experience in financial planning & analysis, business operations, workforce management, or a related field. You have experience managing SLAs, headcount, or capacity planning processes in a complex, high growth environment. You bring strong analytical skills and comfort working with large datasets, models, and reporting tools. You have a deep understanding of how Finance, Recruiting, and Ops intersect to shape team performance and business outcomes. You communicate clearly, influence across levels, and drive decisions with confidence. You thrive in ambiguity and bring structure to complex, cross-functional problems. You have experience leading or managing teams, either directly or through large-scale projects.
The Merchant Experience Operations team is dedicated to delivering exceptional service and scalable solutions for our merchant partners. Within this organization, the Finance & Workforce Management (WFM) function plays a critical role in ensuring our headcount plans, budgets, and vendor investments align with operational needs and business priorities. We serve as the connective tissue between operations, finance, and workforce strategy, helping drive sustainable growth and cost discipline. As the Senior Manager of Finance & WFM, you will lead the strategic and tactical planning of workforce and financial operations for Merchant Experience. Your North Star is managing daily SLA performance across our global network - ensuring we meet service commitments while operating within budget. You'll leverage forecasting, staffing accountability, and vendor management to ensure that we're delivering high quality outcomes at scale. You will own headcount planning, budget oversight, and vendor cost analysis across internal teams and offshore operations. You will partner closely with leadership, Finance, Recruiting, Vendor Ops, and Workforce Management teams to align capacity with demand, forecast future needs, and track against key performance indicators. This role is ideal for a highly analytical operator with strong business acumen and a passion for building structured, data-driven planning processes. This role reports to the Senior Director of Merchant Experience Ops and is based in Tempe, Arizona. You're excited about this opportunity because you will... Serve as the owner of daily SLA performance across our internal and vendor network, using cost as a constraint. Manage forecasting inputs (volume, AHT) in partnership with Strategy & Operations and WFM to support SLA attainment. Drive accountability for staffing levels by partnering with HR, Recruiting, and Operations leaders. Influence shrinkage, attrition, and productivity through data insights and cross-functional coordination. Lead headcount and capacity planning across global Merchant Experience teams, ensuring alignment to volume, SLAs, and budget. Serve as the business owner for operating budgets, working with Finance to track spend, manage accruals, and drive accountability. Partner with Vendor Ops to analyze vendor financial performance and inform investment decisions. Develop and own robust forecasting and reporting tools to support proactive decision-making. Drive strategic workforce planning initiatives, including location strategy, span of control, and shift optimization. Act as a key liaison to Recruiting, Training, and Finance to ensure staffing and budgeting decisions are synchronized. Present recommendations to senior leadership and lead cross-functional initiatives that improve planning efficiency and financial stewardship. We're excited about you because... You have 8+ years of experience in financial planning & analysis, business operations, workforce management, or a related field. You have experience managing SLAs, headcount, or capacity planning processes in a complex, high growth environment. You bring strong analytical skills and comfort working with large datasets, models, and reporting tools. You have a deep understanding of how Finance, Recruiting, and Ops intersect to shape team performance and business outcomes. You communicate clearly, influence across levels, and drive decisions with confidence. You thrive in ambiguity and bring structure to complex, cross-functional problems. You have experience leading or managing teams, either directly or through large-scale projects.