Senior Workforce Management Lead, Compliance

Company Description

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

Job Description

The Senior Workforce Management Lead, Compliance will design a program to maximize SLA health, minimize risk, and maximize efficiencies of the Compliance Workforce. The Compliance Analytics team builds predictive analytics tools to forecast the volume of compliance investigations that will be required for the next 12-15 months. The Business Operations Manager will report to the Head of Compliance Analytics and create a system to ensure the tools’ inputs & assumptions are up to date, enable continuous measurement of capacity, and operationalize the capacity model outputs. 

You Will:

• Apply a systems thinking approach to solving a diverse array of problems
• Quickly build rapport with and influence executive leadership. 
• Become the expert in the operations workflows and the skillsets they require so that you can deftly incorporate needs of each program lead
• Create a culture of accountability and transparency in order to build trust and facilitate feedback loops
• Partner with analytics to validate and analyze key metrics (handle times, productivity, shrinkage, escalation rates)
• Own the end to end process of operationalizing capacity forecasts: from translating requirements for a new program to ensuring the program is resourced before launch.
• Manage cross-functional projects with hard timelines and no playbook to follow
• Keep an eye on the horizon - chart a path towards streamlining and automation wherever feasible

Qualifications

You have

• Experience: 8+ years working in business operations, analytics, project / program management, workforce management, or related fields.
• Excellent interpersonal skills and integrity with a bias towards customer centricity
• Strong intellectual curiosity, and drive to build from the ground up
• Expert spreadsheet skills - comfortable building complex modeling and making it look easy
• Strong SQL skills (there will be a screen!)
• Experience with data visualization & analysis tools such as Tableau
• Education: 4-year college degree with a major in an analytical or technical field or equivalent combination of education and experience preferred

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $152,100 - USD $185,900
Zone B: USD $141,500 - USD $172,900
Zone C: USD $133,800 - USD $163,600
Zone D: USD $121,700 - USD $148,700

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and