Head of Workforce Optimization

Amit érdemes tudni

• Irodai · Korlátozott
• Egyesült Államokbeli irodai pozíció.
• Szint: Lead
• Bitcoin-fókuszú szerep
• Fizetés: nem közölt

Helyszín és jogosultság

Egyesült Államokbeli irodai pozíció.

Bay Area, CA, United States of America

Megbízhatóság: 90%. A végső döntés a munkáltatóé – mindig olvasd el az eredeti hirdetést.

Pozíció

Block is one company built from many blocks, all united by the same purpose: economic empowerment. We build technology that increases access and independence for sellers, individuals, and artists around the world. Working at Block means working on and across our brands—Square, Cash App, Afterpay, TIDAL, Spiral, and Proto - in roles that connect, enable, and push all of them forward faster.

We’re remote-first by design and operate with intelligence at the center of everything we do. At Block, you'll be challenged by some of the brightest, most creative minds in the industry and have the tools and autonomy to do the most meaningful work of your career.

The Role

Workforce Optimization sits within Block Operations and connects planning, operations, finance, product, engineering, and our global partner network. Reporting to the Head of Operations, you will lead the combined Workforce Optimization function supporting customer-facing operations and regulated Risk & Compliance work across thousands of internal and external analysts / customer advocates, and multiple vendors around the world. You will create one operating model for forecasting, staffing, real-time management, vendor governance, analytics, and automation. This will give Block the capacity and specialist skills it needs while balancing service, quality, regulatory obligations, and cost. This is an opportunity to shape how a global workforce of employees, partners, and AI systems works together and to move the function from automated visibility toward predictive, increasingly self-optimizing decisions.

You Will

Set the strategy and operating model for the combined Workforce Management function, establishing clear ownership, common methods, decision rights, and a measurable maturity roadmap.

Own long-range forecasting and capacity planning across a 12–36 month horizon, translating customer demand, regulatory cycles, audits, incidents, product changes, and automation into hiring, partner, and financial plans.

Connect long-range plans to 1–8 week staffing commitments, schedules, and intraday actions so operations can address coverage and capacity risks before service or regulatory commitments are affected.

Define service and staffing strategies across customer support and back-office work, balancing response times, backlog, quality, specialist skills, employee experience, occupancy, resilience, and cost.

Establish consistent governance for global business process outsourcing partners, including

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