Global Workforce Optimization Leader - Remote-First

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

Benefits offered by this job

Remote-friendly

Medical insurance

Retirement plans

Flexible time off

Job summary

Block is a remote-first company uniting brands like Square, Cash App, Afterpay, and TIDAL. We seek a senior leader to own Workforce Optimization across global operations, analytics, and vendor governance.

You will design an operating model, forecast demand, and drive automation while balancing service, compliance, and cost. You will partner with product, engineering, data science, and finance to build a scalable, self-optimizing workforce powered by data and AI, guiding teams through

Qualifications

• 15+ years in Workforce Management, Operations, Data Science or related field.
• Experience leading a global Workforce Management function with forecasting, capacity planning, scheduling, and analytics.
• Experience supporting high-volume customer operations and regulated operations.

Responsibilities

• Set strategy and operating model for Workforce Management; establish ownership and governance.
• Own 12–36 month forecasts and capacity plans; translate demand into hiring and financial plans.
• Link long-range plans to 1–8 week staffing commitments and intraday actions.
• Define staffing strategies balancing response times, quality, and cost.
• Establish governance for global outsourcing partners and 24/7 escalation protocols.
• Build analytics foundation with shared metrics, live visibility and scenario planning.
• Collaborate with product, engineering, data science, and operations to prioritize automation.
• Embed regulatory capacity planning and quality feedback loops into the model.
• Lead capacity incidents with after-action reviews and durable improvements.
• Align stakeholders on assumptions, tradeoffs, and risks.

Skills

Forecasting

Capacity planning

Staffing

Vendor governance

Analytics

Automation

Regulatory capacity planning

Leadership

Cross-functional collaboration

Tools

Snowflake

SQL

Google Workspace

Job description

Block is a remote-first company uniting brands like Square, Cash App, Afterpay, and TIDAL. We seek a senior leader to own Workforce Optimization across global operations, analytics, and vendor governance.

You will design an operating model, forecast demand, and drive automation while balancing service, compliance, and cost. You will partner with product, engineering, data science, and finance to build a scalable, self-optimizing workforce powered by data and AI, guiding teams through