Senior Workforce Manager

About Us At Félix , we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before. We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and 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 “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus. 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. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today. 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 Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it. 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 .