Workforce Optimization Lead, Cash App

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
In this crucial leadership role, you'll be responsible for building and guiding a talented team of Workforce Optimization (WFO) analysts. Your team will support specific business units and will comprise Real-Time Analysts, Scheduling Analysts, and Forecasting/Capacity Analysts, all working together to ensure Cash App operations run smoothly and efficiently.
What you'll do:

• Strategic Leadership:
  
  • Support the development and execution of WFO strategy for specific business units within Cash App, 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 lines of business to understand their needs and challenges, translating them into actionable WFO strategies.
  • 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 solutions.
• 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.

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

• Minimum 7+ years of experience in Workforce Optimization, with a proven track record of success in leading and developing WFO teams.
• Strong understanding of WFM principles, methodologies, and best practices (e.g., forecasting, scheduling, real-time management).
• Experience with WFM software (e.g., NICE, Verint, Assembled) a plus.
• Experience with Google Suite
• Demonstrated ability to lead strategic discussions and build strong relationships with both internal and external partners.
• Excellent analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• 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 and recommendations to all levels of the organization

Qualifications

• Minimum 7+ years of experience in Workforce Optimization, with a proven track record of success in leading and developing WFO teams.
• Strong understanding of WFM principles, methodologies, and best practices (e.g., forecasting, scheduling, real-time management).
• Experience with WFM software (e.g., NICE, Verint, Assembled) a plus.
• Experience with Google Suite
• Demonstrated ability to lead strategic discussions and build strong relationships with both internal and external partners.
• Excellent analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• 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 and recommendations to all levels of the organization