Sr Manager, Workforce Management
Sr Manager, Workforce Management
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1 Vacancy
Job Description
Innovate with purpose
At BILL we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team thats ready to tackle challenges and build cutting-edge solutions. We value purpose drive and curiosityand we thrive in a fast-paced ever-changing environment. Whether in one of our offices in San Jose CA Draper UT or working remotely BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. Were committed to building a workplace that fosters inclusion and diverse perspectives valuing each persons unique skills and experiences. Wed love to hear from youyou might be just what were looking for whether in this role or another.
Lets give businesses more time for what matters.
Make your impact within a rapidly growing Fintech Company
As the Senior Manager of Workforce Management in Customer Experience Operations you will play a pivotal role in building a comprehensive workforce strategy. You will act as a thought partner to strategize and execute solutions to support a dynamic operating model while methodically balancing Service Levels Quality and Cost. This role reports to the Director CX Operations.
- Responsible for developing the overall Workforce Management strategy for the Customer Experience Operations (CXO) organization. This includes setting goals and objectives identifying areas for improvement and establishing policies and procedures to optimize workforce utilization and performance.
- Engage with stakeholders across the organization including Service Operations BPO Outsource Partners and Finance. Clear and comprehensive communication of Workforce strategy key performance metrics and insights.
- Partner with Senior Leadership within Service Delivery and Operations to develop staffing strategies that align to the BILL and CXO objectives. Collaborate with internal teams to identify opportunity areas to optimize workforce utilization improve processes support strategic initiatives and help implement them throughout the organization.
- Build and lead a high-performing team. Recruit train and develop team members as well as manage performance goal setting and provide feedback and coaching as needed. Guide team to become best in class workforce management organization.
- Data driven - Define collect and track operational metrics to inspect the efficiency of CXO operations and achieve targeted outcomes. Distill synthesize and drive conclusions based on data in partnership with Customer Experience Operations (CXO) Insights & Analytics team.
Wed love to chat if you have:
- Bachelors degree in business administration operations management or a related field or equivalent experience.
- 5 years of experience in workforce management capacity planning or operations management in a customer service environment. Experience with highly outsourced (BPO) operations desired. Experience in financial technology solutions is a plus.
- Robust knowledge of MS Excel or Google Sheets required.
- Proficient in WFM applications (Calabrio)
- Ability to think strategically within a dynamic fast-paced organization.
- An affinity to talking with numbers; inherent aptitude to quantify and support conclusions with data.
- Highly analytical creative and innovative approach to solving problems.
- Extremely organized detailed and results oriented.
- Excellent written composition and verbal communication skills with the ability to work in a highly cross-functional environment.
- Ability to lead discussions presentations and influence effectively.
- Positive people-oriented and enthusiastic attitude.
Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.
The estimated base salary range for this role is noted below for our office location in Draper UT. Additionally this role is eligible to participate in BILLs bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience expertise and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance 401(k) retirement plan flexible spending & health savings account paid holidays paid time off and other company benefits.
Whats in it for you
Redefining how businesses automate their work is a fast-paced exciting and fun environment. But we also have benefits and perks to ensure the magic isnt only experienced by our customers but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 100% paid employee health dental and vision plans (choose HMO PPO or HDHP)
- HSA & FSA accounts
- Life Insurance Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11 Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
Dont believe us Check out our culture benefits and teams on our career site LinkedIn Life or YouTube pages.
BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories perspectives and experiences of our team members. We welcome people of all backgrounds abilities and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent inclusive hiring process that reflects our values. If you need accommodations at any stage please contact .
Required Experience:
Manager
Employment Type
Full Time
