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 .

Demand Manager

Wise

Tallinn, eeFull-time3w ago

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 are looking for a strategic and highly organized Demand Manager to lead our Know Your Customer (KYC) and Customer Support (CS) initiatives. This person will be responsible for managing demand, prioritizing work, and ensuring seamless communication and coordination between Product, Compliance, and Operations teams. The role requires a strong analytical mindset, a deep understanding of financial crime and payment processes, and a proven ability to lead complex, cross-functional programs. Key Responsibilities: Demand Governance Ownership Own structured demand intake framework across all servicing verticals. Ensure no demand driver is launched without formal intake and visibility. Maintain centralized demand tracking system. Enforce release gating standards. You ensure discipline before impact. Pre-Launch Validation & Impact Assessment Lead validation of projected volumes and workload assumptions. Partner with Planning to quantify FTE and cost impact. Identify structural capacity risks before launch. Escalate capacity conflicts to executive forums. Ensure launch sequencing aligns with workforce readiness. No initiative should reach operations without quantified impact. Demand Prioritization & Capacity Trade-Off Management Facilitate structured prioritization when capacity is constrained. Quantify trade-offs between compliance urgency, customer impact, cost, and operational risk. Support structured decision-making across Product and Operations. Ensure prioritization decisions are documented and traceable. You bring data-driven structure to difficult decisions. Post-Launch Monitoring & Attribution Governance Ensure actual vs expected workload variance is monitored. Identify initiatives causing SLA or occupancy instability. Quantify cost impact of demand drivers. Close the feedback loop with Product and Compliance. Maintain post-launch reporting discipline. Demand must be measurable and attributable. Workforce & Financial Integration Ensure demand drivers are integrated into mid- and long-term capacity plans. Validate hiring implications with Capacity Programs. Provide cost visibility to Finance. Identify cumulative cost impact of incremental initiatives. Ensure alignment between growth initiatives and budget discipline. Demand governance protects margin. Executive Stakeholder Partnership Operate as senior partner to Product, Compliance, and Operations leadership. Provide executive-ready insights on demand pipeline health. Escalate systemic risk when demand outpaces capacity. Participate in MBR/QBR governance cycles. You operate at an executive influence level. People Leadership & Capability Development Manage Demand Management Leads or Specialists. Define discipline standards and performance expectations. Build analytical maturity within the team. Ensure structured documentation and governance adherence. Drive capability uplift in cost impact modeling and FTE estimation. You build a disciplined demand governance function — not individual contributors. Qualifications 6–10 years in Operations, Workforce Management, Product Operations, or Program Governance. Experience operating in complex, multi-vertical environments. Experience managing cross-functional stakeholders. Experience in capacity planning or performance governance environments. Minimum 2+ years of people leadership experience. High ownership and accountability mindset. Strong Excel / modeling capability. Ability to quantify FTE and cost implications. Strong analytical and structured reasoning. Desired Skills: SQL proficiency. Experience with BI dashboards. Familiarity with WFM lifecycle. Understanding of financial planning cycles. Additional information If you’re ready to take on an exciting challenge and make a meaningful impact, we’d love to hear from you! Please submit your resume 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 .