Workforce Optimization Lead

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

We are seeking an experienced Workforce Management Leader responsible for workforce optimization (WFO) to join the Block Customer Operations team. In this crucial leadership role, you will lead and develop a talented team of Workforce Optimization (WFO) analysts. This team is comprised of Real-Time, Scheduling, and Forecasting/ Capacity Analysts, all working together to ensure that Customer Operations runs smoothly and efficiently.

You Will 

• Strategic Leadership:
  • Support the development and execution of WFO strategy for specific business units within Block, aligning with executive leadership, operations, and other cross-functional teams’ initiatives & OKRs.
  • Partner effectively with vendor WFO partners, building and maintaining strong relationships to streamline the operation of our service model.
• Team Management:
  • Lead, mentor, inspire and develop a high-performing team of WFO analysts, fostering a collaborative, data driven and results-oriented environment.
  • Cultivate a Learning Culture in WFO: This includes staying current on industry best practices, WFM tools, and methodologies.
• Workforce Optimization Expertise:
  • Partner with business units to understand their needs and challenges, translating them into actionable WFO strategic solutions.
  • Ensure efficient scheduling practices, real-time performance monitoring, and accurate forecasting to meet business KPIs and priorities.
  • Effectively identify opportunities for continuous improvement and implement data-driven problem solving.
• Communication & Collaboration:
  • Maintain clear and open communication with stakeholders across all levels, including executives, operations teams, vendor partners, and your WFO team.
  • Provide strategic oversight throughout the data analysis process - translating complex insights into actionable recommendations that influence leadership decisions at a higher level.
• Process management
  • Identify and analyze inefficient or ineffective processes.
  • Develop and implement data-driven solutions to streamline processes and optimize workflows.
  • Continuously monitor and measure the effectiveness of process improvements.

You Have

• Minimum 5+ years of experience in Workforce Management/Optimization
• Minimum of 3+ years of leading Workforce Management/Optimization teams supporting a large multisite/International Customer/Client support organization.
• Strong understanding of WFM principles, methodologies, and best practices (e.g., forecasting, scheduling, real-time management).
• Excellent analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Must have strong data analysis skills (Excel and SQL) for data modeling, forecasting, insight development
• Experience with WFM software (e.g., NICE, Verint, Assembled).
• Experience with Google Suite is a plus
• Demonstrated ability to lead strategic discussions and build strong relationships with both internal and external partners.
• Experience creating and designing workflows and processes, as well as measuring their efficacy
• Strong communication, collaboration, and presentation skills, with the ability to influence and inspire others.
• Proven ability to manage relationships and collaborate effectively with various cross-functional teams
• Effective coaching and mentoring
• Ability to communicate ideas, analysis and recommendations to all levels of the organization

If you're a strategic thinker with a passion for WFO excellence, we encourage you to apply!

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.

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