Senior Global Workforce Management Lead

Company Description

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 47 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.

Check out our locations, benefits, and more at cash.app/careers.

Job Description

Cash App is looking for an experienced Senior Workforce Management Leader responsible for workforce management optimization (WFO) for the Cash Customer Operations (CCO).  Workforce management plays a critical role in the success of Cash App’s scaled customer-facing and back-office support operations.  As such, we are looking for an exceptional, high performing leader with deep experience in workforce management and leading teams in faced-paced, complex organizations. 

The ideal candidate is an experienced leader that thinks strategically about how WFO can positively impact the business and also manages high-performance outcomes in workforce functional responsibilities.  This individual is a leader that has a clear vision for the organization, brings a low-ego/high-ownership mindset, leads with accountability, drives impactful outcomes, and most critically fosters a culture of individual growth and team excellence.  

The leader will collaborate regularly with cross-functional operations leaders at all levels of the operations organization, oversee critical programs improving operational process, and up-level workforce capabilities supporting thousands of internal and partner advocates across multiple geographies.

You will:

• Lead through frequent, fast change: execute new initiatives with urgency in order to support the incredibly high growth rates and product development velocity of Cash App.

• Innovate, influence, and collaborate: new processes and techniques in the face of ambiguity, negotiate winning solutions to solve business problems, and measure the success of your and your team’s efforts through ROI analyses, KPIs, OKRs, project outcomes, and other measures.

• Own Operational Excellence: driving WFM strategy, metrics performance, infrastructure, personnel, process, and work prioritization (including forecasting, staffing and scheduling/RTA accuracy, SLAs, utilization, adherence).

• Build on the great work of your predecessor to hire, lead, and coach the WFM team, developing their skills, enabling their growth, and ensuring the team delivers high quality, timely work.

• Create and oversee WFM roadmap, and associated change management: develop a plan for delivering new capabilities to the business, which will include the pillars of process, people, information, and technology. 

• Optimize experience: ensure incredible customer experience outcomes, nourish relationships with all levels of employees within Cash, and create a program that balances the needs of the business, our customers, and our team members.

• Improve process: design new processes where needed, and improve existing processes to make the team more efficient, nimble and consistent.

Qualifications

• BA/BS degree

• 10+ years of work experience, with 6+ years in a leadership roles within Resource Planning / Workforce Management

• Experience working in faced-paced, matrix organizations driving change and leading through ambiguity

• Strong analytical skills with passion for driving insights, ease of working with data, and deep forecasting & modeling experience

• Experience leading WFM supporting large-scale operations, developing strategic plans and driving execution to successful outcomes

• Passion for hiring and developing great people, and establishing a collaborative and positive team culture

• Experience designing and optimizing WFM processes

• Experience working in multi-site and international organizations, with both internal and outsourced workforce resources

• Great communication and influence skills, with the ability to build and maintain relationships cross-functionally

• Experience with customer service