We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

The Customer Support Workforce Management Lead will serve as a leader and company subject matter expert in the discipline of workforce management. This role is responsible for providing direction, training, and leadership on forecasting, statistical modeling, scheduling, real-time adherence, and post-performance analysis to ensure consistent achievement of Key Performance Indicators.

You will

• Drive and be directly responsible for the achievement of team level KPIs such as utilization, forecasting accuracy, and adherence to hiring plan

• Manage and develop team of Workforce Management Associates

• Lead the forecasting, capacity planning, and scheduling for 8+ skill teams across 3 different sites

• Develop and improve multiple forecasting models using data analysis and statistical tools.

• Collaborate with business leaders inside and outside of the Support Organization to drive efficiency through calibration of performance metrics and shrinkage reduction programs

• Design scheduling programs that balance business objectives and Supporter work/life balance

• Serve as company’s subject matter expert on Workforce Management

• Work with other members of the Operations and Infrastructure team to determine resource modeling, potentially both at outsourcing partners and internal.

You have:

• BA/BS degree in an analytical field

• 5+ years of work experience, with 3+ years in a Resource Planning / Workforce Management role strongly preferred

• Past product and/or project management experience

• Experience with Workforce Management scheduling software at scale

• Experience building and scaling customer support operations, particularly in a dynamic startup or tech environment

• Ability to attract, hire and develop top talent

• Exceptional influencing and leadership skills

• Strong analytical and mathematical skills to collect and interpret data to solve problems

• Great communication skills, with the ability to build relationships cross-functionally

• Experience with SQL/Excel or willingness to learn

Even better:

• MA degree in an analytical field

• Experience leading Workforce Management teams

• Experience in a multisite environment, with expertise in onboarding vendors

• Experience with Tableau, Looker, or similar BI tools

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.