Head of Workforce Optimization

📋 Description

• Set the strategy and operating model for the combined Workforce Management function, establishing
• Own long-range forecasting and capacity planning across a 12–36 month horizon, translating customer
• Connect long-range plans to 1–8 week staffing commitments, schedules, and intraday actions so
• Define service and staffing strategies across customer support and back-office work, balancing
• Establish consistent governance for global business process outsourcing partners, including
• Build a trusted analytics foundation with shared metric definitions, live performance visibility

🎯 Requirements

• A minimum of 15 years of related experience within Workforce Management, Operations, Data Science
• Experience leading and transforming a global Workforce Management function with responsibility for
• Experience supporting both high-volume customer operations and back-office or regulated operations
• Demonstrated success building operating models and teams across regions, internal employees, and
• Experience moving workforce decisions from manual reporting toward automated and predictive systems
• The ability to translate complex operational and financial data into decisions, influence senior

🎁 Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning
• Other benefits at Block