# Senior Workforce Manager at Felix

Felix is hiring a Senior Workforce Manager. Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/f5601361-a482-4c26-8416-122829d94e4a).

AI Level 1, AI centrality 33 out of 100. Remote (Mexico).

## Details

- Company: [Felix](https://jobsbylevel.com/companies/felix)
- AI level: AI Level 1 (score 33 out of 100)
- Location: Remote (Mexico)
- Posted: October 9, 2026
- Apply: https://jobsbylevel.com/go/f5601361-a482-4c26-8416-122829d94e4a

## Description

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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-workforce-manager-at-felix-9b228d

Source: https://jobsbylevel.com/jobs/senior-workforce-manager-at-felix-9b228d

## Cite this page

Level. https://jobsbylevel.com/jobs/senior-workforce-manager-at-felix-9b228d.

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