WFM Operations Partner Lead

Were looking for a Workforce Management Operations Partner Lead to join our Operational team in our São Paulo office!

The WFM Operations Partner Lead is the primary interface between Workforce Management and Operations responsible for ensuring that WFM disciplines are consistently understood adopted and applied in operational decision-making.

This role does not execute tactical WFM activities such as intraday moves schedule creation or capacity modelling. Instead it acts as a business partner and discipline guardian translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.

Your Mission

• Your mission is to shift Operations from reactive short-term workforce decisions toward planned data-driven execution ensuring intraday scheduling and capacity principles are applied consistently to protect service cost and scalability outcomes.

• This role is not accountable for forecast accuracy schedule creation or intraday execution which remain the responsibility of WFM execution teams.

• In addition the WFM Operations Partner serves as a mentor and capability multiplier for Intraday and Scheduling Specialists supporting their professional development and decision quality through guidance coaching and feedback while maintaining a dotted-line connection rather than direct people management accountability.

Qualifications :

This role is part of the global WFM organization reporting to the WFM Operations Partner Senior Lead.

The Network: This is an individual contributor (IC) role with a capability multiplier mandate. While they do not have direct reports they provide dotted-line mentorship and coaching to Intraday and Scheduling Specialists to improve their decision-quality.

Team Goal: To protect the scalability of Wise. The teams mission is to ensure that WFM insights are actually adopted and applied ensuring we hit our SLAs efficiently as the company grows.

• The candidate will focus on these high-priority initiatives immediately upon joining:

• Stakeholder Transition: Moving Operations leaders away from gut-feel staffing decisions toward the Service Scale operating principles and WFM playbooks.

• Governance Framework: Auditing and surfacing recurring exceptions or manual overrides in scheduling to identify where WFM discipline is breaking down.

• Decision-Quality Coaching: Running mentor clinics for Intraday and Scheduling Specialists to help them think about long-term trade-offs rather than just short-term fixes.

• Scenario Steering: Facilitating structured What-If conversations with Ops leads regarding upcoming demand spikes or staffing constraints ensuring they understand confidence ranges rather than just point estimates.

Additional Information :

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time