About UsVisa 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.At 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.Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.Job DescriptionRole Summary:Sr. 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.The 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.Key areas of accountability include:Establishing and maintaining WFM governance, standard operating procedures, planning standards, and decision rightsLeading WFM audits, control reviews, remediation tracking, and continuous improvementGoverning the skills matrix, FTE directory, queue and skill inventory, and escalation proceduresOwning the WFM tools strategy, roadmap, work-intake process, and change governanceEnabling responsible AI and automation integration with appropriate human oversight and operational controlsThe Sr. Manager will collaborate regularly with senior WFM, Operations
