CWM - Marcus by Goldman Sachs - Real Time Work Force Management - Analyst - Draper, UT/Richardson, TX

Location(s) US-UT-Draper | US-TX-Richardson
Job ID
Schedule Type
Full Time
Consumer Banking, General
Consumer and Wealth Management
Business Unit
Delivery Centralized
Employment Type



Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.



Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Today, Marcus has $50 billion in deposits, $5 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.



  • Manage the Workforce Management (WFM) specialist team to provide adequate coverage for the business operation
  • Oversee the scheduling, mission control functions and implementation of WFM policies
  • Partner with business stakeholders and operation management team to resolve critical workforce management gaps and continue to polish the policy
  • Create and document Workforce Management procedures for the team and Delivery Center to enforce unified floor coverage and prevent unfair behaviors
  • Oversee and rectify innovative provisioning processes and workflow to define an efficient and systematic onboarding process for new hires and internal transfers
  • Own and deliver on-going organizational structure reporting for business leaders
  • Understand interactions among cross-functional partners with relevant Technology stakeholders to conduct system testing and departmental entitlement



  • Past experience in workforce management, contact center operations preferred
  • Demonstrated communication skills and techniques within a fast-paced corporate environment
  • Experience developing action plans to improve business processes
  • Ability to handle multiple projects and deadlines without sacrificing professionalism
  • Ability to build and maintain relationships while leading critical business projects
  • Strong judgment and comfort with ambiguity
  • Strong PC skills required (Excel, Access, PowerPoint, Word)
  • Competitive and entrepreneurial spirit with the ability to work under minimal guidance
  • Willingness to manage and be the front face of the team


At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:

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