• Own and lead the end-to-end workforce management strategy, including scheduling, shift design, PTO/VTO governance, and short- and long-term capacity planning across all contact channels and brands. • Establish and mature agile forecasting practices by partnering with Data and Operations to design, refine, and scale predictive demand and capacity models that anticipate business shifts and growth. • Provide executive oversight of real-time performance management, ensuring queue health, productivity, and customer experience objectives are consistently met while empowering operational teams to execute effectively. • Define and evolve workforce performance measurement frameworks, delivering executive-ready insights on key metrics (AHT, EACW, Adherence, Hold Time, SLA performance, cost per contact, etc.), and proactively surfacing risks, trends, and opportunities. • Own service level strategy and governance, balancing customer experience, operational efficiency, and cost optimization while driving continuous improvement initiatives. • Lead workforce-related financial planning in partnership with Finance and Data teams, including headcount modeling, annual operating plans, long-range forecasts, and ongoing management of internal labor and BPO spend. • Drive enterprise-level efficiency initiatives, including routing optimization, automation opportunities, staffing utilization, vendor strategy, and structural improvements to reduce cost per contact. • Serve as the workforce planning lead for enterprise initiatives such as new channel launches, platform migrations, testing, and major operational changes, ensuring organizational readiness and scalable staffing models. • Act as a trusted strategic advisor to senior and executive leadership, translating workforce data into clear recommendations that support growth, agility, and operational resilience. • Build, mentor, and develop a high-performing workforce management team, establishing best practices, career paths, and a culture of accountability, innovation, and continuous learning.

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area. • Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area. • Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation. • Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. • Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering.

• Lead, coach, and performance-manage a distributed team of Systems Integration Engineers with an emphasis on process adherence, documentation quality, and measurable outcomes. • Oversee end-to-end implementations—hardware setup, integrations, configuration, and validation—ensuring delivery is consistent, safe, and standardized across all SIEs. • Build, maintain, and continuously improve operational standards, including playbooks, runbooks, SOPs, and checklists. • Partner with Engineering, Product, Support, PMO, and CSM to build structured feedback loops and improve workflows.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Wipfli’s client accounting advisory practice is seeking a Manager with strong nonprofit accounting and controller-level advisory experience to join our purpose‑driven team. In this role, you’ll lead engagements, build trusted client relationships, and bring a curious, perceptive, and solutions‑focused mindset to help nonprofits strengthen their financial operations. You’ll collaborate closely with a supportive, high‑performing team that lives the Wipfli Way — grounded in integrity, caring, excellence, and teamwork — while contributing to the growth and impact of our practice. This position can be worked remotely anywhere in the US! Responsibilities - Review financial reporting packages and work papers for quality, completeness, and timely delivery. - Prepare and analyze benchmarking data and key performance indicators to support client insights. - Present completed reporting packages and findings to clients as directed. - Assist in preparing budgets, forecasts, and cash flow models in alignment with client engagement terms. - Provide technical accounting support to clients and their teams on complex issues. - Identify operational inefficiencies through client discovery sessions and recommend actionable improvements. - Lead and coach staff and senior accountants, providing guidance on accounting and financial reporting matters. Qualifications - Bachelor’s degree in Accounting, Finance, Business. - 4–6 years of experience in public or private accounting. - 3+ years managing associates and/or teams. - Professional certification (e.g., CPA, CMA) preferred. - Proficiency in financial reporting and analysis. - Strong planning, prioritization, and organizational skills. - Strong project management and relationship-building skills, with a client-first mindset. - Excellent written, verbal, and presentation skills. - Preferred proficiency in industry accounting software, e.g., QuickBooks Online, Sage Intacct and a demonstrated ability to embrace new technologies. - Demonstrated ability to influence others, promote constructive change, and develop team members. - Ability to travel up to 10%. Benefits - 8 health plan options (both HMO & PPO plans). - Dental and vision coverage. - Opportunity to enroll in HSA with potential Firm contribution. - Employee Assistance Program. - Firm-sponsored basic life and short and long-term disability coverage. - 401(k) savings plan & profit share as well as Firm matching contribution. - Well-being incentive. - Education & certification assistance. - Flexible time off. - Family care leave. - Parental leave. - Family formation benefits. - Cell phone reimbursement. - Travel rewards. - Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Company Description Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other characteristics protected by federal, state, or local laws. Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at hr@wipfli.com. Wipfli values fair, transparent, and competitive compensation, considering each candidate's unique skills and experiences. The estimated base pay range for this role is $109,000 to $147,000 with offers typically not made at the maximum, allowing for future salary increases. The actual salary at the time of offer depends on business-related factors like location, skills, experience, training/education, licensure, certifications, business needs, current associate pay, and relevant employment laws. Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance. Wipfli cares about our associates and offers a variety of benefits to support their well-being.