Senior Workforce Manager - Capacity Planning & BPO Strategy

Join us as Senior Workforce Manager – Capacity Planning & BPO Strategy to own the global capacity planning framework across all of Qonto's Ops factories — Banking Operations, AML/Fraud, KYCB, and Customer Care & Success. You'll set the methodology every factory uses, hold the consolidated budget view, and be the senior owner of BPO relationships at a strategic and contractual level. This is a hands-on build-and-run role: you'll design the model and direct its rollout, under the guidance of Marie Piquemil, our Head of Operations Enablement.

• Design and own the capacity planning framework: You'll build the reference model — volume drivers, FTE requirements, BPO productive-hours — and set the forecasting cadence, templates, and definitions every factory's WFM analyst works from.
• Optimise the internal vs. BPO capacity mix: You'll build the system that determines the right balance of internal agents and BPO capacity to cover workload at the lowest sustainable cost and risk, across all factories.
• Own the global BPO budget view: You'll hold the actuals-vs-plan picture for exec reporting, interface with Finance on planning and reconciliation, and surface cross-factory cost inefficiencies invisible at the local level.
• Lead BPO relationships at a strategic level: You'll be the senior point of contact for BPO partners on capacity, contracts, and escalations — and define the invoice validation standard used across all factories.
• Enable and align factory-level WFM analysts: You'll set the standards and operating cadence for factory analysts through dotted-line governance, and run the monthly cross-factory alignment ritual covering forecast review, capacity risk, and invoice anomalies.

• WFM leadership with BPO depth: You've got 5+ years in Workforce Management, with hands-on exposure to both BPO-managed and internal-agent capacity models.
• Methodology builder, not just operator: You've designed or significantly overhauled a capacity planning framework — you know what it takes to build one from scratch, not just run what's already there.
• BPO vendor ownership: You've managed outsourcing relationships at a contractual and strategic level — SLAs, invoicing, escalations — and held partners accountable to real standards.
• Influence-based leader: You're effective without direct authority — you set standards, coach local relays, and drive adoption across semi-autonomous teams who don't report to you.
• AI-curious: You look for ways to use AI to work faster and smarter, and you're ready to keep adapting as the role evolves with it.

• A founding mandate in a brand-new, centralized operations function — you'll help shape how it works from day one.
• Direct line of sight into Qonto's banking license transition, raising the bar on operational rigor as the company scales.
• Real autonomy over a strategic mission with executive visibility into the outcome.
• A seat at the table as a genuine business partner to Finance and factory leadership, not just an operator.

Your manager will be Marie Piquemil, our Head of Operations Enablement.

• Her path? Marie spent five years as COO at Morning, then built and led an international CX operations team at Swile (7 people across France and Brazil, five post-merger integrations). Most recently as VP Operations at Combo, she ran RevOps, Enablement, and Data teams, drove a post-merger integration, and launched a new Payroll Business Unit from scratch. She's been an operator, a builder, and a manager of managers.
• What does she bring to the team? Marie has built exactly the kind of cross-functional operations infrastructure this role will strengthen. She'll give you the strategic context and the autonomy to own your projects — while staying close on the decisions that matter.