Global Workforce Optimization Architect (Remote)

Block, Inc.; San Francisco (CA); Remote; USD 218,000 - 327,000; Full time

Benefits offered by this job

Medical insurance

Retirement plans

Flexible time off

Remote work options

Job summary

Block, Inc. is seeking a senior leader for Workforce Optimization to design and run a global function that links forecasting, staffing, and vendor governance with automation and analytics. You will partner across product, engineering, and compliance to drive data-based decisions.

You will shape the operating model, guide long- and short-term planning, and ensure service levels and regulatory obligations are met while optimizing cost. This role is remote-first and globally scoped.

Qualifications

• Minimum of 15 years of related experience within Workforce Management, Operations, Data Science or related functions.
• Experience leading and transforming a global Workforce Management function with forecasting, capacity planning, scheduling, real-time management, analytics, and vendor governance.
• Experience supporting high-volume customer operations and back-office or regulated operations, understanding demand patterns, service measures, skills, and controls.
• Demonstrated success building operating models and teams across regions, internal employees, and outsourced partners while maintaining service, quality, resilience, and financial discipline.
• Experience moving workforce decisions from manual reporting toward automated and predictive systems using data, statistical or machine-learning models, scenario planning, and guardrails.
• The ability to translate complex operational and financial data into decisions, influence senior leaders, and create alignment when priorities compete.
• Experience partnering with product, engineering, data science, finance, operations, and compliance teams to turn business changes into credible workforce plans.
• Experience establishing controls for regulated capacity, vendor quality, incidents, and corrective actions, with sound judgment about efficiency vs risk.
• A track record of developing leaders and managing large-scale organizational and technological change.

Responsibilities

• Set strategy and operating model for the combined Workforce Management function with clear ownership and measurable roadmap.
• Own long-range forecasting and capacity planning across 12–36 months, translating demand into hiring and financial plans.
• Connect long-range plans to 1–8 week staffing commitments and intraday actions to address coverage risks.
• Define service and staffing strategies across customer support and back-office work balancing speed, backlog, quality, and cost.
• Establish governance for global outsourcing partners with capacity locks and performance reviews.
• Build an analytics foundation with live performance visibility and forecast-accuracy tracking.
• Partner with product, engineering, data science, and operations to prioritize automation by measurable value.
• Embed regulatory capacity planning and quality feedback loops into the broader model for Risk & Compliance.
• Lead workforce incidents with clear standards and durable improvements to processes and tools.
• Align executives on assumptions, tradeoffs, commitments, and risks.
• Develop and organize a multidisciplinary team with clear development paths.

Skills

Forecasting

Capacity planning

Staffing

Real-time management

Vendor governance

Analytics

Automation

Regulatory compliance

Risk management

Leadership development

Cross-functional collaboration

Data storytelling

Tools

Snowflake

SQL

Google Workspace

Block-built planning & reporting apps

AI and automation tools

Job description

Block, Inc. is seeking a senior leader for Workforce Optimization to design and run a global function that links forecasting, staffing, and vendor governance with automation and analytics. You will partner across product, engineering, and compliance to drive data-based decisions.

You will shape the operating model, guide long- and short-term planning, and ensure service levels and regulatory obligations are met while optimizing cost. This role is remote-first and globally scoped.