Jobs in Estonia

Rapla Pepco kauplusesse 0,5 koormusega

Mustamäe Riigigümnaasiumi Daily toitlustusse!

Klienditeenindaja Värska teenindusjaama

Arbitration Specialist

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role We’re looking for an Arbitration Specialist to join our growing team. Purpose of the role The job of the Complaints Arbitration Specialist is to right wrongs through fairness, accountability and transparency. The Complaints Arbitration Specialist will be responsible to communicate with Wise’s arbitration body’s, representing Wise and ensuring we’re able to come to correct outcomes based on the information provided by the Specialist. The role will require to maintain a healthy and professional relationship with arbitration bodies, contribute to root cause analysis, and actively participate in shaping future policies and operational decisions within the complaints team. The role demands diligence, legal acumen, consistency, and the ability to handle sensitive information with the utmost care. Activities performed on the job Your responsibilities: Case Management: Investigate arbitration cases thoroughly, providing detailed information. Conduct audits on the internal handling of the Customer complaint journey, ensuring a fair outcome. Arbitration decision process: Assess cases and decisions made by the arbitration body, taking responsibility for the legally binding decision. Ensure Wise presents all necessary evidence based on this assessment. Complaint Market & Regulatory Expertise: Maintain an in-depth understanding of local regulatory frameworks, evolving arbitration body assessments, and the unique differences in jurisdictional complaints, ensuring compliance and optimal outcomes for Wise and its customers in the global market. Proactively monitor regulatory changes and interpret their impact on our customers and processes. Strategic Growth & Scaling Insight: Apply an awareness of Wise's growth and scaling challenges in the European market to all case management and policy contributions, ensuring solutions are scalable and future-proof. Cross-Functional Influence & Action: Build and maintain effective working relationships with Compliance, Operations, and Product teams to effectively translate arbitration insights and regulatory changes into actionable policy and process improvements. Root Cause analysis and feedback: Collect vital company data on complaints, record arbitration decisions for use in Root Cause Analysis, and share feedback with relevant teams within Wise. Mitigate reputational damage from adverse decisions: Defend Wise against adverse decisions to safeguard the company's reputation. Work across multiple teams: Communicate with relevant product/operational teams to ensure a comprehensive understanding of cases and the ability to articulate this information to the arbitration body. Consistently hitting SLAs: Consistently handling cases within Wise’s SLAs, as well ensuring we do not breach cases based on the arbitration body deadline. Strong Fincrime knowledge: Maintain up-to-date knowledge on scam and deactivation complaints, understanding how they are handled across the business. Contribute to the team culture in a positive manner: Positively contribute to the team culture by assisting other Arbitration specialists and Complaints officers, sharing decisions, and providing feedback when necessary. Qualifications Experience: You have at least 12 months of experience in dispute resolution, regulatory operations, or high-tier complaints handling. For external applicants: At least 12-24 months in a Financial Ombudsman office, regulatory body, bank, or FinTech handling dispute resolution, legal claims, or regulatory escalations. Legal Background: A legal background (e.g., Law degree, paralegal experience, or legal compliance background) is preferred, but not required. Language Skills: You are fluent (both written and spoken) in English, and fully fluent (both written and spoken) in at least one of the following languages: French, German, Polish, or Romanian. Communication: You’re a great communicator. You’ve got impeccable verbal and written skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and matrixed structures. You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization, and you can adapt to Wise's style of communication. Attention to Detail: When completing tasks, you are thorough, accurate, and meticulous in your review of case files and evidence. Analytical Mindset: You are comfortable working with data, noticing patterns, trends, and systemic issues to draw meaningful conclusions. You leverage data to solve complex problems, make sound decisions, and provide actionable recommendations to leads, colleagues, and cross-functional stakeholders. Tooling & BI: You have a good command of Lightdash, Looker, SQL, or other Business Intelligence (BI) tools. Problem Solving & Root Cause Analysis: You are able to detect, analyze, and solve complex cases and processes, escalating systemic issues as needed. You actively look for incremental improvements, aiming to streamline workflows, eliminate non-value-adding steps, and uncover root causes rather than treating surface symptoms. You are familiar with problem-solving frameworks (e.g., 5 Whys, Fishbone diagrams) or are eager to learn them. Organization & Autonomy: You are punctual, highly organized, and efficient at prioritizing your workload under pressure. You operate autonomously, taking confident ownership of decisions on complex cases while managing your time and energy effectively. Reliability & Adaptability: You display strong commitment to team goals, adapt quickly to regulatory shift, and consistently follow through on commitments. Regulatory Understanding & Security: You have a solid grasp of European regulatory frameworks (or a strong willingness to learn), and you consistently uphold strict data protection and security procedures. Customer Focus: Our customers come first and we make no compromises on that—you consistently keep the customer’s best interest at heart, ensuring fair treatment across all arbitration cases. Additional information Starting salary: 2,600 EUR (gross monthly) + RSU's Please feel free to reach out to the Recruiter outlined in the job ad. They will be able to advise you on the next steps. If you're interested in the position please apply the latest by submitting your CV and Cover Letter. In your cover letter, please answer the following questions: What motivates you to apply for this role? Why would you be a good fit? Please highlight if you are fluent (both written and spoken) in English, and fully fluent (both written and spoken) in at least one of the following languages: French, German, Polish, or Romanian. For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

Klienditeenindaja - Chilli wok Otepää

Technical Support Engineer (Enterprise)

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role The Team Wise Platform helps banks, software companies and large enterprises leverage Wise’s infrastructure to offer their customers world class payments products through their own channels. Our partners make up some of the world’s biggest banks and online platforms, such as Monzo, N26, and Google. Wise Platform is a start-up within a scale up. We’re based across the world - from Tallinn to New York, London, Singapore and beyond. Technical Support Engineers ensure that our partners get a rapid and effective response when issues arise; from general questions about the behaviour of an API or webhook, to acting as a first-responder for a major incident. The team are experts in the Wise Platform APIs, and provide 24/7 coverage - based across Tallinn, Singapore, and Austin - in order to maintain the highest quality and reliability for partners’ technical integrations. The Role We’re looking for a Technical Support Engineer for the Integration Success Team to scale our servicing capabilities for the Wise Platform. You’ll be part of a global team whose main focus is ensure that Wise API integration gets an industry leading level of assistance when they need it. You will often take ownership of complex support: from API behaviour issues, to act as first-responders in major incidents and collaborate across global internal teams. Your mission You’ll help support our API customers across different support channels and time zones - primarily with email in queues and also by phone or video conferencing in cases of critical issues. You’ll develop a deep expertise in Wise API and SWIFT products and capabilities, and solid understanding of how Wise Platform partnerships have integrated their solution with us. You’ll collaborate with teams across Wise globally. You’ll contribute to troubleshooting and solving issues that partners report, both independently and collaboratively with internal stakeholders such as engineering and commercial teams. You’ll contribute to product feedback with engineering but sharing and capturing knowledge and trends of issues. Additional information For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

E-poe klienditeenindaja kaupluses "Riided ja ilu"

Klienditeenindaja Otepää teenindusjaamas

Aovere teenindusjaama

Operations Engineer

Playtech Estonia

About the company About Playtech Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B business. By leveraging its proprietary technology, Playtech delivers innovative products and services to ensure a safe, engaging and entertaining gaming experience. As the gaming industry's leading technology company, it combines business intelligence-driven software, services, content, and platform technology to drive excellence and innovation across the sector. Read more about who we are and what we do here: www.playtechpeople.com and www.playtech.com Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Embracing differences and maintaining transparency in our processes is the core of Playtech's overall commitment to responsible business practices. Ready to level up your career? Playtech's IMS unit is looking for an Operations Engineer with strong communication and problem-solving skills. The role Your influential mission. You will... Take responsibility for troubleshooting incidents Formulate theories, test hypotheses, and narrow down possibilities to identify the root cause Communicate effectively with various teams across the company Solve problems and propose improvements to current solutions Ensure that products operate reliably 24/7 Work with documentation to support ongoing processes and knowledge sharing Qualifications Components for success. You... Can script basic programming languages (Python or Bash, etc ..) Are familiar with Git, Puppet, and Grafana. Understand the fundamentals of Linux OS and Networking. Have working knowledge of SQL and can write simple queries. Take ownership of your tasks and enjoy working independently. Manage your time efficiently and consistently deliver on commitments. Are curious by nature and like to dig into details to understand how systems work. You’ll get extra points for… Having higher education in IT Previous experience with Web servers (Apache, Nginx) Having experience with AWS cloud Thrive in a culture that values... Initiative-taking and confident approach at the workplace Global scope and inclusive working environment Constant learning and development opportunities Active lifestyle and mental well-being Fun and engaging company events Additional information INFORMATION MANAGEMENT SYSTEM (IMS) TEAM The IMS team provides enterprise‑level access to critical data across Playtech’s ecosystem. The unit is responsible for delivering reliable, scalable access to data across Playtech’s platforms. The team designs and maintains flexible reporting solutions while enabling downstream data consumption by licensees, internal data warehouses, and regulatory systems. The role operates at the intersection of data engineering and compliance, addressing complex and evolving regulatory requirements across different markets and countries. Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.

Customer Success Manager, Mid Market

Iru Hooldekodu

About Iru Iru is the AI-powered security & IT platform used by the world’s fastest-growing companies to secure their users, apps, and devices. Built for the AI era, Iru unifies identity & access, endpoint security & management, and compliance automation—collapsing the stack and giving IT & security time and control back. Iru is backed by some of the smartest investors in tech—General Catalyst, Tiger Global, Felicis, Greycroft, and First Round Capital. In July 2024, Iru raised $100 million from General Catalyst, valuing the company at $850 million. Customers include Cursor, Vercel, Lovable, Replit, and Mercor, and Iru partners with industry leaders such as ServiceNow and AWS. Iru was named to Forbes’ America’s Best Startup Employers 2025 list for employee engagement and satisfaction. The Opportunity As a Customer Success Manager at Iru, you will be responsible for ensuring our commercial customers achieve measurable success with our platform. As a trusted advisor with strong product knowledge and a customer-first mindset, you will help a high-volume portfolio of customers align their goals with Iru’s unified, AI-powered platform. This is a Miami-based hybrid role, with an in-office presence alongside a collaborative and performance-driven team. You will lead onboarding and enablement at scale, drive product adoption, and proactively engage customers to ensure they realize value quickly. Success in this role means driving retention across a large book of business, identifying expansion opportunities, and delivering a consistent, high-quality customer experience.

Maardu Prisma

Tiskre Prisma

WFM Operations Partner Senior Lead

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role We’re looking for a Workforce Management Operations Partner Senior Lead to join our Operational team in our Tallinn office! The WFM Operations Partner Senior Lead is accountable for the WFM–Operations partnering model, ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business. This role owns the quality, consistency, and effectiveness of WFM partnership with Operations, ensuring that intraday, scheduling, and capacity principles are applied correctly, escalations are handled with discipline, and short-term decisions do not undermine medium- and long-term workforce plans. The role does not execute tactical WFM activities or own forecasting, scheduling, or intraday delivery. Instead, it leads the Ops Partner function, sets standards, manages people, and acts as the senior WFM representative in complex operational trade-offs. Your mission is to institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale. Your Mission The WFM Operations Partner Lead is accountable for the people, standards, and decision quality of the WFM Operations Partner function. This includes direct line management of Ops Partner Leads and dotted-line functional leadership over Intraday and Scheduling Specialists. Act as the direct people manager for WFM Operations Partner Leads, with accountability for: hiring, onboarding, and role clarity performance management, GrowWise cycles, and calibration ongoing coaching, feedback, and development. Set and reinforce clear expectations for: decision quality stakeholder behaviour adherence to WFM principles and frameworks. Develop Ops Partner Leads from: metric interpretation structured decision support confident, evidence-based challenge of Operations leadership. Ensure consistent capability, judgement, and behavioural standards across the Ops Partner team through calibration and peer review. Act as the senior WFM representative to Operations Heads and senior Ops leaders. Own the quality and consistency of workforce decisions taken by Operations. Serve as the final escalation point for workforce-related decisions that materially impact service, cost, or workforce sustainability. Qualifications Must have: 4+ Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services). Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments. The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice. Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics. Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments. Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting. Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units. Nice to have: Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints. Coaching & Mentorship: Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality. SQL or Data Viz Skills: Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings. Additional information This role is part of the global WFM organization, reporting to the Functional Head of WFM. Team Goal: To protect the scalability of Wise. The team’s mission is to ensure that WFM insights are actually adopted and applied, ensuring we hit our SLAs efficiently as the company grows. Salary: 4950 EUR - 6600 EUR Relocation and Visa support available For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

Rocca al Mare Prisma klienditeenindaja

WFM Capacity Planning Senior Analyst

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role As our WFM Senior Capacity Planning Analyst, you will act as the strategic owner of our workforce supply-and-demand ecosystem. You will move beyond traditional spreadsheets to build a predictive, financially aligned, and highly optimized capacity function. Your core responsibilities will include: Process Ownership & Governance: Own the end-to-end capacity planning process, setting the standard for planning horizons, robust documentation, and methodology. You will also review and approve capacity plans built by Planning Analysts. Advanced Predictive Modeling: Apply statistical techniques and use tools like Python, R, and SQL to extract data, build sophisticated forecasting models, and define risk bands under uncertainty. Financial Forecasting & Alignment: Act as the primary WFM owner for inputs into the financial rolling forecast, partnering closely with Finance to reconcile operational staffing models with corporate financial targets and cost objectives. Strategic Stakeholder Influence: Lead demand validation discussions with senior Operations, Analytics, and Demand Management leaders. You will confidently challenge assumptions with data to eliminate optimism bias and secure formal plan sign-offs. Scenario Planning & Leadership Insights: Design complex "what-if" scenarios (covering demand volatility, hiring delays, and productivity shocks) to provide executive decision-makers with clear options, cost/service trade-offs, and recommended paths forward. Cross-Functional Strategy Integration: Oversee the translation of capacity plans into actionable hiring strategies with Talent Acquisition , govern the seamless handover of staffing requirements to Scheduling , and collaborate with Analytics to build automated data pipelines. People Leadership & Mentorship: Act as the senior capability owner for the planning team, coaching and developing Planning Analysts to elevate their analytical rigor, financial thinking, and stakeholder management skills. Qualifications 4–7 years of experience in Workforce Management, Capacity Planning, Forecasting, Data Science, or Operations Analytics. Proven experience owning planning cycles, managing financial alignment, and driving stakeholder sign-offs in complex, high-volume, multi-skill environments. Strong hands-on experience with predictive or statistical analysis utilizing Python, R, or equivalent environments (time-series or regression-based modeling). Strong SQL proficiency, including complex queries, data modeling, and joining multiple operational datasets. Advanced spreadsheet skills paired with a strong continuous improvement orientation and a bias toward automation. Demonstrated ability to challenge assumptions with evidence, lead difficult trade-off conversations, and influence senior stakeholders without direct authority. A strong ownership mindset: structured, analytical, forward-looking, and calm under pressure. Additional information For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

WFM Capacity Planning Analyst

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role The WFM Capacity Planning Analyst is responsible for the development, maintenance, and execution of workforce capacity plans, ensuring staffing supply is aligned with validated demand, service targets, and operational constraints. This role focuses on analytical execution and cross-functional coordination: translating demand forecasts into capacity requirements, validating assumptions with stakeholders, preparing hiring inputs, and ensuring clean handover of approved plans into Scheduling. The role involves workforce strategy or executive trade-offs. It executes the capacity planning methodology, coordinates validation and sign-off, and escalates risks and gaps to senior planners and WFM leadership. Your Mission: Capacity Plan Development & Maintenance: Build and maintain workforce capacity plans across short- and mid-term horizons (e.g. weekly, monthly, quarterly) using approved methodologies. Translate validated demand forecasts into required headcount / FTE, hours and staffing profiles,skill- and channel-based capacity requirements. Ensure capacity plans reflect agreed SLA targets, productivity and AHT assumptions, shrinkage, availability, and operational constraints. Demand Validation & Stakeholder Sign-Off: Partner with Demand Management to validate demand drivers and forecast inputs, understand launch timing, phasing, and risk. Partner with Analytics / Forecasting to validate volume, AHT, and productivity assumptions and challenge anomalies or inconsistencies in data. Partner with Operations to validate operational feasibility of capacity plans and confirm constraints, risks, and execution readiness. Drive formal capacity plan validation and sign-off, ensuring assumptions, risks, and trade-offs are clearly documented. Capacity-to-Scheduling Handover: Own the structured handover of approved capacity plans to Scheduling, ensuring capacity outputs are translated into clear scheduling requirements, assumptions, constraints, and sensitivities are fully understood, and timing and phasing of capacity changes are explicit. Act as the primary point of contact for Scheduling on capacity clarifications, interpretation of plan outputs, plan changes or re-validations. Ensure changes to capacity plans are version-controlled, communicated clearly and re-approved where required. Hiring Strategy Inputs & Workforce Supply Planning: Translate capacity plans into hiring requirements, including hiring volumes, start dates and ramp profiles, skill and location requirements. Data Collection & KPI Inputs for Capacity Exercises: Own the collection, validation, and preparation of data inputs required for capacity planning, including volumes and forecast outputs AHT and productivity metrics shrinkage, absence, and attrition data historical plan vs actual performance. Ensure data sources are consistent, documented, auditable and repeatable. Partner with Analytics and WFM execution teams to improve data quality and availability for future planning cycles. Scenario Analysis, Risk Identification & Continuous Improvement: Run structured what-if scenarios to assess the impact of demand volatility, hiring delays, productivity changes, operational or policy constraints. Partner with Operations, Talent Acquisition and Ops Partners to validate hiring feasibility and constraints. Highlight hiring risks such as lead-time misalignment, ramp shortfalls, attrition sensitivity. Support workforce supply decision-making by providing clear, data-backed hiring scenarios. Qualifications 2–4 years of experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics. Experience working in high-volume operational environments (contact centre or case-based). Exposure to planning cycles, stakeholder validation, and workforce supply planning. Strong understanding of capacity planning concepts, including demand vs supply balancing, AHT and productivity drivers, shrinkage and availability, skill-based capacity modelling. Ability to build, maintain, and explain structured planning models. Comfortable analysing scenarios and articulating impacts and risks. Strong proficiency in spreadsheets (Excel / Google Sheets), including complex formulas, scenario modelling and data validation. Experience working with WFM or planning tools (e.g. Calabrio, NICE, Verint, or similar) is preferred. Comfortable working with large datasets and multiple data sources. A self-starter who is comfortable working autonomously. Additional information About this role: Location: Tallinn (sponsorship available) Salary: Salary range: 2,950€ - €3,750€ For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

Demand Management Analyst

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role As a Demand Management Analyst , you are the senior execution authority and "Demand Signal Integrator" responsible for the integrity of all data entering the WFM cycle. Your mission is to transform fragmented demand signals from Product, Compliance, and Operations into structured, forecast-ready inputs to support headcount planning and SLA performance. You act as the critical operational bridge and "filter," validating assumptions to ensure no demand driver enters production without structured volume attribution and capacity visibility. You provide senior-level oversight while executing high-rigor analytical modeling to prevent reactive launches. Demand Strategy & Governance Enforce the "No DM Sign-off, No Launch" governance policy to ensure operational readiness. Lead the structured intake of demand drivers (Product releases, Compliance changes, etc.) into a centralized Source of Truth (SOT). Develop and implement a Tier Framework to classify drivers based on volume impact and required lead times. Act as the primary point of contact for senior leaders to negotiate launch timelines and challenge high-level assumptions with data. Analyze and navigate historical data to validate and challenge forecasting assumptions, translating insights into advanced Google Sheets models and analyses Analytical Modeling, AI & Capacity Integration Translate validated demand forecasts and work with WFM to support their work of translating demand forecasts into specific headcount, FTE, and skill-based capacity requirements. Perform high-rigor "What-If" scenario modeling to evaluate the SLA and cost impact of launch delays or volume spikes. Execute advanced data extraction using SQL to perform cohort analysis and validate volume estimates. Collaborate with capacity planning the structured handover of approved capacity plans to Scheduling and Intraday, ensuring all constraints and sensitivities are understood. AI & Automation Architecture: Leverage generative AI and large language models to accelerate data extraction workflows, automate documentation of complex assumptions, write/debug SQL scripts, and generate predictive natural-language scenarios to support executive decision-making Monitoring, Attribution & RCA Lead post-launch monitoring to track actual volume vs. expected impact, identifying "demand leakage" and cannibalization. Conduct structured Root Cause Analysis (RCA) on variance between forecasts and actuals to refine future modeling. Develop custom LookML models and automated dashboards to monitor demand driver workload in real-time. Mentorship & Continuous Improvement Provide day-to-day coaching and mentorship to junior servicing scale team members to uplift judgment and execution quality. Review work outputs such as intake logs and demand plans to ensure scheduling hygiene and risk awareness. Drive the transition toward automated, machine-learning-driven demand forecasting. Other tasks that are related to the role and assigned by Demand Manager Qualifications 3–5 years of hands-on experience in Workforce Management, Demand Planning or Capacity Planning in high-volume environments. Advanced proficiency in Excel/Google Sheets (complex modeling and macros) and SQL (joins, subqueries, window functions). Professional fluency in English; additional operational languages are a plus. Ability to implement advanced statistical methods (e.g., ARIMA or GARCH) for time-series forecasting. Expertise in understanding and transforming demand signals into forecast-ready inputs for headcount plans. Ability to translate complex technical analysis into 3-slide narratives that influence non-technical Product leads. Capability to build dynamic "What-If" models to quantify operational risk. Deep understanding of SLA mechanics, AHT drivers, and intraday distribution patterns. Effectively persuades and negotiates with senior leaders, gaining buy-in for complex capacity initiatives. Makes timely, risk-based decisions even with incomplete information during operational volatility. Comfortably pushes back on unrealistic launch timelines when data indicates capacity risk. Demonstrated ability to influence execution quality and coach others without formal direct-report authority. Strong accountability for demand driver accuracy and output metrics. Acting as problem-solver who identifies opportunities and challenges assumptions, rather than simply executing assigned tasks. Additional information If you're interested, please apply by submitting your CV in English. For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .