Global Workforce Optimization Leader

Block; United States; Remote; USD 218,000 - 327,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning benefits

Job summary

Block is seeking a senior leader for Workforce Optimization within Block Operations. You will design and govern the combined Workforce Management function, forecasting and capacity planning across 12–36 months, and translating demand into hiring, partner, and financial plans.

You will align 1–8 week staffing, set service strategies, and drive governance with global vendors. You will partner with product, engineering, data science, finance, operations, and compliance to prioritize automation,

Qualifications

• 15+ years in Workforce Management, Operations, Data Science or related fields.
• Experience leading a global Workforce Management function with forecasting, capacity planning, scheduling, real-time management, analytics, and vendor governance.
• Experience in high-volume and regulated operations with understanding of demand patterns, service measures, and controls.
• Proven track record building operating models and teams across regions with focus on service, quality, resilience, and financial discipline.
• Experience moving decisions from manual reporting to automated/predictive systems using data, models, scenario planning, and guardrails.
• Ability to translate complex data into decisions and align senior leaders across functions.

Responsibilities

• Set strategy and operating model for the Workforce Management function with clear ownership and maturity roadmap.
• Own long-range forecasting and capacity planning across 12–36 months.
• Translate demand and changes into hiring, partner, and financial plans.
• Link long-range plans to 1–8 week staffing and intraday actions to manage coverage risks.
• Define service and staffing strategies across customer support and back-office work.
• Establish governance for global BPO partners with capacity locks and reviews.
• Build analytics foundation with live metrics, forecast accuracy, and scenario planning.
• Collaborate with product, engineering, data science, and ops to prioritize automation.
• Embed regulatory planning and quality feedback loops into the model.
• Lead incidents and capacity escalations with clear standards and durable improvements.
• Align executives on assumptions, tradeoffs, and risks.
• Develop leaders and create clear development paths within the team.

Skills

Forecasting

Capacity planning

Vendor governance

Leadership

Operations strategy

Automation & analytics

Tools

Assembled

Snowflake

SQL

Google Workspace

Block planning/reporting apps

Job description

Block is seeking a senior leader for Workforce Optimization within Block Operations. You will design and govern the combined Workforce Management function, forecasting and capacity planning across 12–36 months, and translating demand into hiring, partner, and financial plans.

You will align 1–8 week staffing, set service strategies, and drive governance with global vendors. You will partner with product, engineering, data science, finance, operations, and compliance to prioritize automation,