Workforce Manager, Forecasting

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.

We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

You Will:

Forecasting Ownership & Governance

• Establish and own standardized forecasting processes for contact center and back-office workloads.

• Design and implement a closed-loop forecasting framework, including assumption tracking, variance monitoring, bias detection, and continuous recalibration.

• Serve as the single-threaded owner for forecast accuracy, integrity, documentation, and governance.

• Define forecasting cadences (intraday, daily, weekly, monthly, quarterly, annual) and lead consistent review and refinement cycles.

Short, Mid and Long-Term Forecasting

• Build and maintain rolling forecasts extending 18+ months.

• Develop statistically sound demand forecasts by interval, day, week, and month.

• Incorporate seasonality, promotions, launches, operational changes, and external drivers into forecasting models.

• Partner with Finance to align operational forecasts with financial plans and budgets.

Forecast Accuracy & Continuous Improvement

• Track and report forecast accuracy across multiple horizons (intraday through annual).

• Diagnose sources of forecast error, including bias, drift, structural breaks, and input volatility.

• Implement model and process improvements to increase confidence, reliability, and usability.

• Introduce forecasting best practices such as confidence intervals, scenario modeling, and sensitivity analysis.

Cross-Functional Leadership

• Lead cross-functional forecasting reviews with Workforce, Finance, Analytics, ML, Product, and Operations.

• Challenge assumptions constructively and introduce data-driven checks and balances.

• Translate complex analytical outputs into clear, executive-ready narratives.

• Influence decisions through well-supported, actionable recommendations.

Capacity & Staffing Enablement

• Translate demand forecasts into staffing and capacity implications.

• Support site allocation strategies, outsourcing commitments, and vendor lock requirements.

• Provide forecast inputs to scheduling, hiring, and training planning processes.

Tooling, Data & Automation

• Own forecasting data pipelines, validation routines, and quality controls.

• Partner with analytics and ML teams to integrate advanced models where appropriate.

• Build scalable forecasting tools, dashboards, and scenario simulators.

• Ensure forecasting methodologies are documented, reproducible, and auditable.

Documentation & Knowledge Management

• Create and maintain forecasting playbooks, SOPs, and methodology documentation.

• Institutionalize forecasting knowledge to reduce dependency on individual contributors.

Skills

• Forecasting & Analytical Rigor: Applies strong statistical intuition and modeling discipline to real-world operational forecasting challenges.

• Program & Process Ownership: Designs, implements, and sustains scalable forecasting frameworks with clear governance and accountability.

• Data Fluency: Interprets complex datasets, defines KPIs, and converts insights into actionable recommendations.

• Stakeholder Communication & Influence: Crafts clear, compelling narratives and influences senior stakeholders without formal authority.

• Systems Thinking: Understands how forecasting inputs and outputs cascade across staffing, finance, and operational decisions.

• Ownership & Autonomy: Operates independently, drives milestones forward, and thrives amid ambiguity.

You Have:

Required

• Bachelor’s degree in Business, Economics, Data Science, Statistics, Mathematics, or a related field—or equivalent practical experience.

• 5+ years of workforce management, capacity planning, or demand forecasting experience in contact center, back-office, or service operations.

• 3+ years of hands-on short- and long-term forecasting experience.

• Advanced Excel skills, including complex formulas, data modeling, scenario analysis, and automation.

• Experience forecasting within WFM platforms such as Aspect, Calabrio, Assembled, IEX, Verint, NICE, or similar.

• Strong statistical intuition and applied modeling skills.

• Demonstrated ability to work independently and drive complex initiatives to completion.

• Excellent written and verbal communication skills with senior stakeholders.

Preferred

• Experience designing or scaling forecasting governance frameworks.

• Experience working directly with ML-generated forecasts and building validation and feedback loops.

• Proficiency in Python, R, or other analytical programming languages.

• Experience with data visualization tools such as Tableau, Looker, or Power BI.

• Experience in multi-site, multi-channel, or global WFM environments.

• Prior experience acting as a de facto forecasting or WFM leader without direct people management.

Working Conditions:
#LI-Onsite in Greenfield, Mandaluyong City
Shifting schedule, primarily open to graveyard shift

Our Benefits:

• Rice Allowance

• Transportation Allowance

• Paid Vacation

• Medical, Dental & Vision

• Accident and Life Insurance

• Employee Stock Purchase Plan (ESPP)

• Mental Health & Family Forming Benefits

Our Connected Work Culture: Driving Innovation, Together

At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.