Manager, WFM Enterprise AI Strategy and Planning

TD•Montreal, QC

12d•CA$96,900 - CA$136,800•Onsite

About The Position

This role leads the integration of workforce management (WFM) strategy into TD’s broader enterprise AI and transformation agenda across North American Customer Operations. The position acts as the central point of coordination between business transformation initiatives, financial planning, workforce strategy, and evolving cloud and AI priorities, including AWS-based AI and agentic AI capabilities, to ensure WFM inputs are embedded early and accurately in enterprise decision-making. The team is responsible for tracking workforce assumptions, capacity impacts, and financial implications tied to major transformation initiatives, ensuring alignment between business planning and operational execution. This includes translating enterprise-level decisions into actionable workforce plans and ensuring risks and opportunities are clearly understood. The successful candidate will bring strong strategic thinking, financial acumen, and the ability to synthesize complex inputs into clear direction for WFM leadership. The role requires practical experience supporting or launching AI-enabled capabilities, with preference for candidates who have worked with AWS AI services, cloud-based platforms, or agentic AI use cases in an enterprise environment. As a key role within Enterprise WFM, the successful applicant will help establish governance and processes to ensure workforce strategy remains aligned with the pace and complexity of ongoing transformation.

Requirements

Undergraduate degree or equivalent experience
5+ years in workforce management, strategy, or planning in a large organization
Strong understanding of contact centre or operations environments
Experience working with financial models and workforce forecasts
Ability to synthesize complex information into clear recommendations

Nice To Haves

Experience in financial services or regulated industries is an asset
Direct experience supporting, launching, or operationalizing AWS AI capabilities, agentic AI solutions, or similar cloud-based enterprise technology initiatives is strongly preferred
Experience helping shape or support AI-enabled business strategies, including partnership with technology teams on AWS platform decisions, agentic AI governance, implementation planning, or operational readiness

Responsibilities

Partner with business leaders, Agile Release Trains (ARTs), and site strategy teams to ensure WFM inputs are embedded in transformation initiatives
Translate enterprise decisions into actionable workforce plans, including capacity and site strategies
Monitor workforce assumptions across initiatives and provide timely insights on risks and opportunities
Support decision-making by connecting financial, operational, and workforce impacts
Maintain awareness of enterprise transformation priorities and their implications on workforce strategy
Represent WFM in cross-functional forums to ensure alignment with business objectives
Contribute to the development and execution of enterprise WFM strategy aligned to AI transformation priorities
Ensure workforce plans are supported by validated assumptions and aligned to financial targets
Identify risks and dependencies across initiatives and escalate as appropriate
Support efficient use of workforce resources through integrated planning and coordination
Partner with Finance, Technology, HR, and business lines to ensure alignment
Maintain strong governance over workforce planning inputs and outputs
Support planning and governance for AI capabilities delivered through AWS, agentic AI tools, or similar enterprise cloud platforms
Provide leadership and guidance within a cross-functional, matrixed environment
Build strong partnerships across WFM, enterprise transformation teams, and business stakeholders
Contribute to a collaborative and accountable team culture
Support knowledge sharing and consistent application of workforce planning practices
Act as a trusted advisor to leadership on workforce implications of business decisions