Head of Workforce Strategy & Capacity Forecasting

LPL Financial; New York (NY); On-site; USD 189,000 - 315,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial in New York seeks an SVP, Workforce Management & Capacity Forecasting to lead forecasting, planning, and capacity optimization across service and operations. You will direct multi‑channel capacity and analytics programs, partnering with executive teams to enable scalable service delivery.

This senior leader will champion AI‑enabled solutions, governance, and performance metrics while building a high‑performing team of workforce planning professionals.

Qualifications

• Bachelor’s degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline.
• 15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions.
• Demonstrated success managing multi‑channel customer service environments and operational processing functions.
• Expertise in workforce forecasting and management, capacity planning, operational analytics, service operations, and process optimization
• Expertise with modern workforce management and operational planning technologies.

Responsibilities

• Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions.
• Lead enterprise forecasting, capacity planning, and workforce optimization to ensure the right resources, skills, and capabilities are available to support client and business demand.
• Build and evolve a best‑in‑class workforce management capability balancing client experience, employee experience, productivity, and cost efficiency.
• Leverage AI, automation, predictive analytics, and workforce intelligence solutions to improve forecasting accuracy, productivity, and operational effectiveness.
• Partner with Service, Operations, Product, Technology, Finance, and Business leaders to align workforce plans with growth objectives, strategic initiatives, and business priorities.

Skills

Workforce management

Capacity planning

Forecasting

Leadership

Cross-functional collaboration

Education

Bachelor’s degree in Business/Analytics/Engineering

Tools

AI/ML platforms

Job description

LPL Financial in New York seeks an SVP, Workforce Management & Capacity Forecasting to lead forecasting, planning, and capacity optimization across service and operations. You will direct multi‑channel capacity and analytics programs, partnering with executive teams to enable scalable service delivery.

This senior leader will champion AI‑enabled solutions, governance, and performance metrics while building a high‑performing team of workforce planning professionals.