Global Workforce Optimization Director (Remote)

Block; California City (CA); Remote; USD 218,000 - 327,000; Full time

Job summary

Block, Inc. is seeking a senior leader to drive Workforce Optimization, connecting planning, operations, finance, product, and engineering across global analysts and vendors.

You will create a unified operating model for forecasting, staffing, real-time management, and analytics, advancing toward predictive, self-optimizing decisions. You will own long-range forecasting, align 12-36 month plans to weekly staffing, and establish governance for outsourcing partners while balancing service, risk,

Qualifications

• 15+ years in Workforce Management, Operations, Data Science or related fields.
• Experience leading and transforming a global Workforce Management function.
• Experience with both high-volume customer operations and back-office or regulated operations.
• Proven ability to build operating models and teams across regions with internal staff and outsourced partners.
• Experience moving decisions from manual reporting to automated and predictive systems.

Responsibilities

• Set strategy and operating model for the combined Workforce Management function.
• Own long-range forecasting and capacity planning (12-36 months).
• Translate demand into hiring, partner and financial plans.
• Connect long-range plans to 1-8 week staffing and intraday actions.
• Define service and staffing strategies balancing speed, backlog, and cost.
• Establish governance for global outsourcing partners with KPIs and reviews.
• Partner with product, engineering, data science, and ops teams to prioritize automation.
• Embed regulatory capacity planning and quality feedback loops.
• Lead workforce incidents and capacity escalations with clear standards.
• Align leaders on assumptions, tradeoffs, and risks.

Skills

Forecasting

Capacity planning

Staffing planning

Real-time management

Vendor governance

Analytics

Automation

Tools

Snowflake

SQL

Google Workspace

Automation tools

Job description

Block, Inc. is seeking a senior leader to drive Workforce Optimization, connecting planning, operations, finance, product, and engineering across global analysts and vendors.

You will create a unified operating model for forecasting, staffing, real-time management, and analytics, advancing toward predictive, self-optimizing decisions. You will own long-range forecasting, align 12-36 month plans to weekly staffing, and establish governance for outsourcing partners while balancing service, risk,