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Senior Workforce Strategist

May 1, 2026

<h3>“No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock</h3> <h3>Role Overview</h3> 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. <h3>About Our Team</h3> 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. <h3>Key Responsibilities</h3> <ul> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>Performance Infrastructure. Build the dashboards, operating reviews, and accountability loops that make forecast accuracy, adherence, and occupancy legible to leadership and vendors alike.</li> <li>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.</li> </ul> <h3>Qualifications</h3> <ul> <li>8+ years of workforce management experience, including direct ownership of forecasting, scheduling, and intraday for contact center or operations teams at scale (300+ FTE).</li> <li>Demonstrated experience running WFM across multiple sites and multiple vendors/BPOs simultaneously.</li> <li>Strong command of WFM fundamentals: Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management.</li> <li>Track record of partnering with Finance to tie capacity models to budget and P&L outcomes.</li> <li>Experience working across lines of business with different service profiles (e.g., transactional Risk work alongside conversational CS and Sales).</li> <li>Strong analytical skills; proficient in SQL and comfortable building models and dashboards from raw data.</li> <li>Proven ability to operate in ambiguity and stand up new operating rhythms without waiting for perfect tools or data.</li> </ul> <h3>Preferred Skills & Experience</h3> <ul> <li>Hands-on experience with Assembled (strongly preferred), or comparable modern WFM platforms.</li> <li>Experience in fintech, banking, or regulated operations environments.</li> <li>Experience designing pooling and cross-skilling strategies in a multi-LOB contact center.</li> <li>Background that includes both internal operations WFM and external BPO oversight.</li> <li>Startup or high-growth environment experience; comfort building from a blank page.</li> <li>Program management experience working cross-functionally with Finance, Product, and Risk leadership.</li> </ul> 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: <ul> <li>US employees: $200,700-$250,900</li> <li>Canadian employees (any location): CAD $189,700- $237,100 </li> </ul> 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. We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using <a href="https://getcovey.com/product/covey-scout-inbound">Covey Scout for Inbound </a>on January 22, 2024. <a href="https://getcovey.com/nyc-local-law-144">[Please see the independent bias audit report covering our use of Covey for more information.]</a> #LI-MZ1

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...