Senior Global Workforce Management Lead

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

Cash App is looking for an experienced Senior Workforce Management Leader responsible for workforce management optimization (WFO) for the Cash Customer Operations (CCO). Workforce management plays a critical role in the success of Cash App’s scaled customer-facing and back-office support operations. As such, we are looking for an exceptional, high performing leader with deep experience in workforce management and leading teams in faced-paced, complex organizations. 

The ideal candidate is an experienced leader that thinks strategically about how WFO can positively impact the business and also manages high-performance outcomes in workforce functional responsibilities. This individual is a leader that has a clear vision for the organization, brings a low-ego/high-ownership mindset, leads with accountability, drives impactful outcomes, and most critically fosters a culture of individual growth and team excellence.  

The leader will collaborate regularly with cross-functional operations leaders at all levels of the operations organization, oversee critical programs improving operational process, and up-level workforce capabilities supporting thousands of internal and partner advocates across multiple geographies.

You will:

• Lead through frequent, fast change: execute new initiatives with urgency in order to support the incredibly high growth rates and product development velocity of Cash App.

• Innovate, influence, and collaborate: new processes and techniques in the face of ambiguity, negotiate winning solutions to solve business problems, and measure the success of your and your team’s efforts through ROI analyses, KPIs, OKRs, project outcomes, and other measures.

• Own Operational Excellence: driving WFM strategy, metrics performance, infrastructure, personnel, …