Job Description
“No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock
Role Overview
Mercury’s Vendor Strategy team is hiring a Sr. Workforce Strategist to be the single accountable owner of workforce management (WFM) across Mercury’s Banking Operations function — spanning ~250 BPO FTEs across multiple vendors and sites, as well as internal operational headcount. The Sr. Workforce Strategist will own the discipline end-to-end and translate modeled plans into realized utilization and cost avoidance on the floor. This is a high-autonomy, high-impact role with a direct line to leadership in Risk, Finance, and Vendor Strategy. It is a build role, not a maintenance role.
About Our Team
The Vendor Strategy function at Mercury manages risk outsourcing initiatives across two principal domains: company-wide Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC, KYB, IDV, AML, etc…). We’re growing the team to better manage our expanding vendor ecosystem, address rapidly evolving needs, and drive strategic value for Mercury.
*Mercury is a fintech company, not an FDIC-insured bank. *Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Key Responsibilities
- Unified Workforce Ownership. Serve as the single accountable WFM owner across BPO partners and Banking Operations’ internal headcount. Run forecasting, scheduling, intraday, and cross-site/cross-vendor balancing to hit utilization and SLA targets.
- Forecasting & Capacity Planning. Build and maintain volume forecasts, headcount plans, and scenario models across channels (Onboarding, CS, Sales, Risk). Own shrinkage, occupancy, staffing windows, and long-range capacity scenarios.
- Routing & Queue Configuration. Own multi-skill routing and queue configuration across vendors and tiers. Design pooling and cross-skilling strategies that let work shift dynamically with demand.
- Cross-Site & Cross-Vendor Balancing. Prevent the pattern where one site misses SLA while another sits idle. Build the operating cadence and tooling to move work in real time.
- Finance Partnership. Partner directly with Strategic Finance so modeled capacity ties cleanly to the P&L — closing the gap between planned and realized cost avoidance. Own the reconciliation.
- Performance Infrastructure. Build the dashboards, operating reviews, and accountability loops that make forecast accuracy, adherence, and occupancy legible to leadership and vendors alike.
- Tier Mix & Vendor Strategy Input. Feed vendor comparability and unit-economics data into Vendor Strategy’s decisions on Tier 1 / Tier 2 mix, site footprint, and contract terms.
Qualifications
- 8+ years of workforce management experience, including direct ownership of forecasting, scheduling, and intraday for contact center or operations teams at scale (300+ FTE).
- Demonstrated experience running WFM across multiple sites and multiple vendors/BPOs simultaneously.
- Strong command of WFM fundamentals: Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management.
- Track record of partnering with Finance to tie capacity models to budget and P&L outcomes.
- Experience working across lines of business with different service profiles (e.g., transactional Risk work alongside conversational CS and Sales).
- Strong analytical skills; proficient in SQL and comfortable building models and dashboards from raw data.
- Proven ability to operate in ambiguity and stand up new operating rhythms without waiting for perfect tools or data.
Preferred Skills & Experience
- Hands-on experience with Assembled (strongly preferred), or comparable modern WFM platforms.
- Experience in fintech, banking, or regulated operations environments.
- Experience designing pooling and cross-skilling strategies in a multi-LOB contact center.
- Background that includes both internal operations WFM and external BPO oversight.
- Startup or high-growth environment experience; comfort building from a blank page.
- Program management experience working cross-functionally with Finance, Product, and Risk leadership.
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
- US employees: $200,700-$250,900
- Canadian employees (any location): CAD $189,700- $237,100
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
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