{"id":3765295,"url":"https://alion.io/job/visa-sr-manager-wfm-tools-and-governance","title":"Sr. Manager, WFM Tools and Governance","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":129,"ghost_share":0,"stale_share":0.581,"repost_share":0.031,"time_to_fill_p50_days":33,"computed_at":"2026-11-05T05:54:30Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T19:53:03Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-05T10:31:41Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Us\nVisa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.\nAt Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nRole Summary:\nSr. Manager, WFM Tools and Governance is responsible for establishing the standards, controls, and technology foundation for Workforce Management. This role ensures consistent WFM practices across lines of business and advances the tools, automation, and AI capabilities required to support forecasting, capacity planning, real-time management, and workforce optimization.\nThe role serves as the primary owner for WFM governance, including standard operating procedures, planning standards, audits, skills and FTE governance, escalation protocols, and tool-change controls. The Sr. Manager will partner with WFM leaders, the 24/7 AI-Driven Command Center, Operations, Reporting and Insights, and Technology teams to strengthen operating rigor while simplifying and modernizing the WFM environment.\nKey areas of accountability include:\nEstablishing and maintaining WFM governance, standard operating procedures, planning standards, and decision rights\nLeading WFM audits, control reviews, remediation tracking, and continuous improvement\nGoverning the skills matrix, FTE directory, queue and skill inventory, and escalation procedures\nOwning the WFM tools strategy, roadmap, work-intake process, and change governance\nEnabling responsible AI and automation integration with appropriate human oversight and operational controls\nThe Sr. Manager will collaborate regularly with senior WFM, Operations, Technology, Product, and Reporting and Insights leaders to align governance and technology priorities with business needs. This role reports to the Sr. Director, Workforce Management.\nKey Responsibilities:\nCreate, maintain, and govern WFM standard operating procedures, planning standards, authority matrices, and escalation protocols.\nEstablish audit and control routines that measure adherence to WFM standards; identify gaps and drive remediation to closure.\nOwn governance of the WFM skills matrix, FTE directory, and queue and skill inventory to improve accuracy, consistency, and operational flexibility.\nLead the WFM tools strategy and roadmap, balancing operational priorities, platform capabilities, risk, and scalability.\nManage WFM work intake, prioritization, requirements, testing, approval, implementation, and change communication.\nPartner with Technology and Operations to simplify platform configurations, eliminate unnecessary complexity, and strengthen production controls.\nGuide the integration of AI and automation into WFM workflows, including appropriate human oversight, monitoring, exception handling, and performance measurement.\nProvide thought leadership and strategic guidance to ensure WFM teams have the tools, standards, processes, and controls required to deliver operational results.\nBuild strong partnerships across WFM Planning, the 24/7 AI-Driven Command Center, Operations, Reporting and Insights, and Technology.\nDevelop and report measures of governance effectiveness, tool adoption, control performance, and realized business value.\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.\nQualifications\nBasic Qualifications:\n8 or more years of work experience with a Bachelor’s Degree or at least 6 years of work experience with an Advanced Degree (e.g., Masters or MBA).\nExperience in Workforce Management, workforce technology, operations governance, or a related discipline.\nDemonstrated knowledge of forecasting, capacity planning, scheduling, skills management, real-time management, and workforce optimization.\nExperience developing governance frameworks, operating standards, controls, audits, or technology change processes.\nSignificant experience with enterprise WFM systems and workforce technology, preferably including Genesys Cloud. \nProven ability to lead cross-functional initiatives involving Operations, WFM, Technology, and senior stakeholders.\nStrong analytical, problem-solving, communication, and change leadership skills.\nPreferred Qualifications:\n10 or more years of experience with a Bachelor’s Degree or 8 or more years of experience with an Advanced Degree.\nExperience supporting large, global contact center or client service operations.\nExperience with enterprise WFM platforms, workforce optimization tools, routing and skills configuration, or cloud-based workforce technologies.\nExperience implementing AI, automation, decision-support, or workflow capabilities in an operational environment.\nDemonstrated ability to simplify complex processes, establish scalable controls, and influence senior leaders without direct authority.\nProven record of leading transformation initiatives and delivering measurable improvements in efficiency, risk management, or operational performance.\nVisa is an EEO Employer\nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.","description_format":"text","description_chars":5694,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-11-04T19:53:03Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":33,"reasons":["conf:4","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/visa-sr-manager-wfm-tools-and-governance","json_url":"https://alion.io/job/visa-sr-manager-wfm-tools-and-governance.json","meta":{"generated_at":"2026-11-05T13:19:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17181,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":83},"rest":"https://alion.io/mcp/rest/get_company?id=83"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvisa-sr-manager-wfm-tools-and-governance"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvisa-sr-manager-wfm-tools-and-governance"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvisa-sr-manager-wfm-tools-and-governance"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/visa-sr-manager-wfm-tools-and-governance\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvisa-sr-manager-wfm-tools-and-governance"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3765295}},{"tool":"search_jobs","arguments":{"company":"visa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3765295},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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