Summary

Head of Servicing Scale leading Wise’s global workforce management, demand management, performance management, and capacity planning organization. The role owns a 100-200+ person operation, global cost center, technical standards, automation roadmap, and outsourcing strategy for scalable customer servicing.

Responsibilities

• Integrate demand forecasting and staff scheduling systems
• Set technical standards across servicing scale
• Own global cost center and headcount
• Lead workforce management tool product strategy
• Oversee outsourcing partner integration and performance
• Develop predictive operational planning models
• Coach managers and grow technical talent