Head of Workforce Optimization

🔥 1 minute ago

🏄 California – Remote

🏄 California – Remote

💵 $217.8k - $326.8k / year

⏰ Full Time

🔴 Lead

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1990

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Block is a technology company that aims to increase access to the global economy through its various brands. Square provides commerce and financial services designed for sellers, while Cash App offers an easy platform for spending, sending, and storing money. Afterpay allows customers to manage their spending over time. Additionally, TIDAL empowers artists by providing them with tools for entrepreneurship, and Bitkey and Proto focus on bitcoin and related services. Together, these services contribute to building an open financial system accessible to everyone.

📋 Description

• Set the strategy and operating model for the combined Workforce Management function • Own long-range forecasting and capacity planning across a 12–36 month horizon • Connect long-range plans to 1–8 week staffing commitments, schedules, and intraday actions • Define service and staffing strategies across customer support and back-office work • Establish governance for global business process outsourcing partners • Build an analytics foundation with shared metrics, live performance visibility, forecast-accuracy tracking, and scenario planning • Partner with product, engineering, data science, and operations teams to prioritize automation • Embed regulatory capacity planning and quality feedback loops into the broader model • Lead workforce incidents and capacity escalations with response standards and after-action reviews • Align operations, finance, compliance, vendor, product, and executive leaders • Build, develop, and organize a multidisciplinary team spanning planning, real-time management, analytics, tooling, and vendor governance

🎯 Requirements

• A minimum of 15 years of related experience within Workforce Management, Operations, Data Science or related functions • Experience leading and transforming a global Workforce Management function with responsibility for forecasting, capacity planning, scheduling, real-time management, workforce analytics, and vendor governance • Experience supporting both high-volume customer operations and back-office or regulated operations • Demonstrated success building operating models and teams across regions, internal employees, and outsourced partners • Experience moving workforce decisions from manual reporting toward automated and predictive systems using data, statistical or machine-learning models, scenario planning, and clear human guardrails • Ability to translate complex operational and financial data into decisions and influence senior leaders across functions • Experience partnering with product, engineering, data science, finance, operations, and compliance teams • Experience establishing controls for regulated capacity, vendor quality, incidents, and corrective actions • Record of developing leaders and specialists and leading teams through organizational and technological change • Assembled, Snowflake, SQL, Google Workspace, Block-built planning and reporting applications, and AI and automation tools

🏖️ Benefits

• Remote work • Medical insurance • Flexible time off • Retirement savings plans • Modern family planning • Reasonable accommodations for disabled applicants • Inclusive interview experience

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