Square is hiring a
Senior Global Workforce Management Lead

Summary

The job description is for a Senior Workforce Management Leader at Cash App responsible for optimizing workforce management for the Cash Customer Operations (CCO). The role requires 10+ years of work experience, with 6+ years in leadership roles within Resource Planning / Workforce Management. The ideal candidate should have strong analytical skills, experience leading WFM supporting large-scale operations, and be able to communicate and influence effectively.

Requirements

• 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 technologies (e.g. CRM, AI)  and WFM software platforms ((e.g. NICE, Aspect, Blue Pumpkin, Genesys)
• Passion for applying WFM best practices and building subject matter expertise
• Responsibility for setting and delivering WFM key performance indicators (KPIs)
• Experience leading annual planning cycles, strategy and roadmap development, target setting and quarterly project prioritization

Responsibilities

• 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

Benefits

• 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