The Workforce Management Program Manager will ensure that the operations organization has the data and tools needed to meet internal and Service level agreements across all programs and workflows. You will be an expert in the operations workflows and the trade offs between keeping bodies of work in-house vs. outsourcing, and will partner with compliance leadership to communicate forecasts, hiring needs, and employee allocation among the different workflows. 

The Compliance Analytics team owns the capacity model - a predictive analytics tool which uses historical and real-time data to predict the volume of compliance investigations that will be required for the next 12-15 months. The Workforce Management Program Manager will report to the Head of Compliance Analytics so that they can translate theory into practice, and operationalize the capacity model outputs. You will also oversee the operational inputs to the model - such as handle times, geographic allocations, and productivity assumptions.

You Will:

• Work with operations managers to ensure that they are able maximize the efficiency of their team while meeting the demand for compliance review

• Build a feedback loop between operations and the compliance analytics team to determine when updates are needed for the capacity model

• Provide feedback and assisting with improvement of the capacity model, keeping in mind the tradeoffs between accuracy and simplicity/explainability

• Present reporting and trend analysis to the Block Chief Compliance Officer. Use this forum to identify areas of opportunity and risk to the broader operations and leadership team, and implementing process improvement and targeted programs to address problem areas immediately

• Estimate and incorporate the impact of any workflow changes or proposals

• Develop and test methodologies to account for agent productivity trends from how long it takes to ramp to maximizing efficiency

You Have:

• Experience: 6+ years working in workforce management, business operations, analytics, project / program management, or related fields

• Strategic planning, problem-solving, analytical skills.

• Curiosity to provide solutions to complex problems, advanced analytical skills, ability to create variance and what if analysis

• Expert spreadsheet skills - comfortable building complex modeling and making it look easy

• Intermediate SQL skills

• Experience with data visualization and analysis tools such as Tableau

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $125,600 - USD $153,600
Zone B: USD $116,800 - USD $142,800
Zone C: USD $110,500 - USD $135,100
Zone D: USD $100,500 - USD $122,900

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

• Healthcare coverage
• 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
• Learning and Development resources
• Paid Life insurance, AD&D. and disability benefits 
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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.