Workforce Management Program Manager

  • Full-time

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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at cash.app/careers.

Job Description

Role Overview:

The Cash Customer Operations Workforce Management Program Manager (WMPM) role is responsible for the implementation of the Cash Workforce Management service delivery model. Partnering with Senior Workforce Management and Operations leadership, the WMPM role will develop and ensure the expansion of Workforce management services into the Cash ecosystem are aligned with Standard operating procedures, in compliance with Square Company policy.

You will:

  • Participate and and assist the WFM Program manager with cross functional projects, engage stakeholders across CCO, Product and Partner Operations

  • Complete administrative tasks associated with planning and execution of operational support activities

  • Support projects in partnership with  Integration Services teams to execute new Cash Customer Operations workflows into the workforce Management Service delivery model and workforce management software

  • Identify gaps in wfm service delivery model and Report on service delivery model output and KPIs

  • Maintain operational strategy of existing portfolio of Workforce Management technology solutions ( NICE, ULTIPRO, EEM)

  • Assist the Program manager with Senior WFM leads, HR, and Operations leadership on creation of schedule management policy (PTO, VTO, Shiftbid, Schedule exception management)

  •  maintain regulatory compliance documentation and WFM system architecture to support compliance

  • Build relationships with cross functional partner teams within Cash Customer Operations and Product teams

  • Identifies process and system improvement opportunities partnering with internal teams to positively impact results for WFM and CCO 

  • Support the Design and implement WFM customer satisfaction survey

  • Assist Workforce Management leads overseeing Workforce Management project portfolio

Qualifications

You have:

  • Experience: 2+ years working in Workforce Management as a Short-Term Forecaster, Capacity Planning, Long Term Forecaster, Real Time Management Analyst, in a multi-skill, multi-channel contact center 

  • Prior experience creating workflow process documentation (SOP)

  • Prior experience implementing Workforce Management systems

  • Traits: Strategic planning, problem-solving, analytical skills and the ability to balance multiple tasks simultaneously. Excellent interpersonal skills and integrity with strong customer service skills

  • Project management experience

  • Abilities: Strong intellectual curiosity, and the ability to work both independently and as a team to provide solutions to complex problems, advanced analytical skills, ability to create variance and what if analysis as needed,

  • Tools: Experience and interest in using GSuite products (Docs, Sheets, Calendar, Gmail), Slack, MS Office (specifically Excel), and WFM software (e.g. Teleopti, Avaya, NICE, Aspect)

  • School: 4-year college degree with a major in an analytical or technical field or equivalent combination of education and experience preferred

Additional Information

We’re 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 race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any 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 we’re doing to build a workplace that is fair and square? Check out our I+D page. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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