Senior Workforce Manager

Felix is hiring a Senior Workforce Manager. Level rates it ; you can apply on Felix.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
Some of the work can be done remotely, according to the posting.
The posting mentions Whatsapp, workforce management and forecasting among its tools and skills.
Level classes it as a senior role.
Felix has 106 other open roles on Level.

AI in this role

Build and scale workforce management architecture for an AI-powered conversational remittance platform.

workforce-managementforecastingoperations-managementdata-analysis

About Us
At Félix, we are building the indispensable financial companion for Latinos in the US. We combine an AI-powered, conversational-first interface with real-time financial infrastructure to make cross-border money movement as easy as sending a text. Starting with fast, affordable remittances powered by AI and crypto rails, we are expanding into credit, savings, and wallet services to support the complete immigrant financial journey. Our ambition is to deliver a white-glove financial experience with the simplicity of a conversation to a community the traditional financial system has historically overlooked.
We are a hyper-growth Series C company, backed by over $300 million in funding from top-tier global investors, including Andreessen Horowitz, QED, Castle Island, Switch Ventures, HTwenty, Monashees, General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavor Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award.
Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long because we are obsessed with our customers. We get things done with urgency and focus, driven by extreme ownership over our impact. We collaborate without ego, fostering radical transparency and fierce loyalty so we can grow together. Because we aim for insanely great rather than just good enough, we stay insatiably curious—always experimenting, building the future today, and delivering a product that truly makes our users' lives better.
About the Role
We are looking for our first Senior Workforce Manager, a role that we view as a strategic business function rather than a back-office scheduling task. At Félix, every operational decision deserves a number behind it, and you will be the owner of that logic.You will be responsible for building our WFM architecture from scratch, ensuring that our operations are lean, scalable, and prepared for the unique volatility of the remittance market. We need an operator-first analyst who is excited by the challenge of forecasting for a WhatsApp-native, asynchronous environment where traditional voice-center "best practices" simply do not apply. You will be a key partner to the COO and Finance, defending your models and driving the efficiency that allows us to serve millions of families.
Responsibilities

Build and continuously improve our volume forecast (long-range, monthly, weekly, and intraday) across all corridors, channels, and contact types. Your primary target is to achieve a weekly MAPE <10% on T1 volume by the end of Q3 2026.
Rebuild and own the end-to-end staffing model (in-house + BPO). Deliver a unified capacity plan that drives hiring cycles, BPO ramp-ups, and shift design.
Design and roll out a real-time adherence (RTA) and intraday management practice to ensure we meet service levels during high-volatility periods and end-of-month spikes.
Partner with Finance to translate the capacity plan into a quarterly headcount and BPO spend plan. Own the variance commentary and explain the "why" behind the numbers to leadership.
Define and report on key WFM metrics (WAPE, occupancy, shrinkage, schedule fit) and lead the selection and implementation of our WFM tooling stack (e.g., Assembled, Playvox, Tymeshift).
Design the schedule generation process, including shifts, breaks, and multi-corridor coverage, adapting to the asynchronous nature of our customer interactions.

Requirements

6+ years of experience in WFM with a focus on time-series, seasonality, and multi-channel volumes (specifically async/messaging).
Mastery of capacity planning and staffing math (Erlang variants, async equivalents, and FTE modeling).
High proficiency in SQL/BigQuery and expert-level spreadsheet modeling.
Experience implementing and managing WFM software (Verint, NICE, Assembled, etc.).
Exceptional executive communication skills; ability to translate complex data into clear recommendations for the COO and Finance.
An operator’s instinct—comfortable with ambiguity and capable of building robust models from scratch with imperfect data.
Native-level Spanish and business-level English (written and verbal).
Degree in Engineering, Finance, Economics, or a related quantitative field is preferred.
These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

Competitive salary
Initial stock options grant
Annual performance bonus
Health, dental, and vision plans
Work model: currently fully remote, with a future transition to a hybrid setup.
Continuous learning opportunities
Unlimited PTO
Paid parental leave
Empowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer
At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
Want to learn more about our privacy practices? Check out our Privacy Policy.

How we rate this

Senior Workforce Manager at Felix rates 20 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Senior Workforce Manager is an open job at Felix.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in Mexico and is marked remote.
The job was posted on October 9, 2026.
Seniority: senior.
Applications are handled by Felix. Apply on Felix

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Workforce ManagementForecastingOperations ManagementData AnalysisWhatsapp

Questions you could be asked

Tell me about a project where workforce management was part of your work. What did you do?
Tell me about a project where forecasting was part of your work. What did you do?
Tell me about a project where operations management was part of your work. What did you do?
Tell me about a project where data analysis was part of your work. What did you do?
Walk me through how you've used Whatsapp in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Workforce Management, Forecasting, Operations Management, Data Analysis, and Whatsapp. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

Want an expert to read your CV for this job?

Free. Send your CV and the role you want next. You get your review by email within 24 hours.

Get a free CV review Get your CV rewritten Check your resume with the ATS resume checker