Senior Workforce Management Lead, Customer Operations
Senior Workforce Management Lead, Customer Operations
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Job Description
Join a movement in which everyone can win. We started a movement in which everyone can win shoppers retailers society and every person on our team. To play fair trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.
Founded five years ago in Sydney Australia Afterpay has over 11 million active customers globally and more than 64000 of the worlds best retailers around the world including Anthropologie Revolve DSW GOAT Finish Line Levis Mac Cosmetics RayBan and many others. Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time helping people spend responsibly without incurring interest fees or extended debt. Afterpay empowers customers to access the things they want and need while still allowing them to maintain financial wellness and control by splitting payments in four for both online and instore purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.
We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.
The Role
We are looking for an experienced and strategic Workforce Management Lead to drive our forecasting and capacity planning within the Customer Operations domain. This role is critical in ensuring that we are meeting Key metrics and service levels while supporting customer experience in a multiple site/geo international environment. You will collaborate with peers leading these core functions and report directly to the Global Workforce Management Lead for Customer Operations.
You Will
- Lead a team of Workforce Management staff members in supporting one of our business units within block
- Develop and implement capacity plans and staffing models to support existing lines of business and new product launches within Customer Operations.
- Forecast schedule and optimize staffing across multiple compliance work streams ensuring adherence to processspecific Service level agreements and the absence of backlogs.
- Lead projects to create daily dashboard reporting for team leaders and managers enhancing performance management and alert/case routing at the analyst level.
- Collaborate with crossfunctional teams including Product Finance and Compliance Analytics to develop strategic workforce management solutions and improve forecasting models.
- Partner with Block vendor management teams to ensure seamless rampup/rampdown and meet interval KPIs and contractual Service level agreements for our managed service providers.
- Use statistical methodologies and BI tools to analyze performance trends and drive datainformed decisionmaking.
- Present insights to senior and executive management ensuring timely escalation of resourcing shortfalls based on forecasting.
- Help develop Coach and Support Workforce Staff in Day to day WFM functions
You Have
- 8 years of experience in Workforce Management or Strategic Workforce Planning roles
- 5 years Leading Workforce Management Teams supporting large multi site complex support groups global/international.
- Expertise in forecasting and capacity planning & general in large complex environments
- Proficiency in using spreadsheet tools such as Google Sheets and Excel with the ability to create complex staffing models.
- Experience collaborating with diverse teams and managing key partner relationships
- Demonstrated written and verbal communication skills evidenced by delivering. comprehensive reports and presentations to senior management that have influenced strategic decisions in operations.
- Experience analyzing workforce data to drive decisionmaking with experience increasing operational efficiency through datadriven workforce adjustments and recommendations.
- Advanced analytical skills including the ability to perform variance analysis and developing forecasting models to inform strategic workforce planning decisions that result in a material improvement in operational efficiency.
Were working to build a more inclusive economy where our customers have equal access to opportunity and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently without regard to identity or other legally protected class. We believe in being fair and are committed to an inclusive interview experience including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter who will treat these requests as confidentially as possible. Want to learn more about what were doing to build a workplace that is fair and square Check out our ID page.
Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.
Required Experience:
Senior IC
Employment Type
Full Time
