Head of Workforce Management, POS

  • St. Louis, MO
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. 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. 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.

Job Description

The Customer Success WFM Manager will manage and develop a team of 5+ RTAs, schedulers and forecasters. The ideal candidate will have overall responsibility for team strategy and metrics (KPI) performance, owning decisions across infrastructure, personnel, process and work prioritization. Additionally, this role would represent WFM at a senior level within the organization, and be the subject matter expert within the company for WFM policies, best practices, and data.

You will:

  • Hire, lead and coach the WFM team - You will develop their skills, enabling them to grow in their roles, while ensuring the team delivers high quality, timely work

  • Set the WFM team strategy and roadmap in collaboration with the Customer Success leadership team. Decide on OKRs (objectives and key results), prioritization and sequencing of projects, and ensure key projects are delivered on schedule

  • Take overall responsibility for achieving the WFM team KPIs (forecasting, staffing and scheduling/RTA accuracy, SLAs, utilization, adherence)

  • Decide the optimal infrastructure for the team (e.g. WFM platform) given scale, budget, and functional requirements

  • Build and nourish relationships with other teams, particularly Customer Success Advocates and Managers.

  • Design new processes where needed, and improve existing processes to make the team more efficient, nimble and consistent

  • Provide oversight of WFM analytics and forecasts; commission additional work to understand business drivers and optimization strategies

  • Design and present a state of the business address to senior leadership regularly, being able to speak to our strategy, challenges, and influence decisions on workforce related asks


You have:

  • BA/BS degree in an analytical field

  • Experience leading Workforce Management teams - hiring and developing great people, and establishing a collaborative and positive team culture

  • Experience leading annual planning cycles, strategy and roadmap development, target setting and quarterly project prioritization

  • Responsibility for delivering on challenging WFM KPIs (stretch goals)

  • 6+ years of work experience, with 3+ years in a leadership role within Resource Planning / Workforce Management

  • Experience with Workforce Management platforms/software (e.g. NICE IEX, Aspect, Teleopti), WFM best practices and terminology (i.e. you have subject matter expertise across WFM disciplines)

  • Project management experience, including structuring a problem, developing a roadmap and timelines, and then a track record of delivering on schedule

  • Experience creating and designing workflows and processes, as well as ability to measure their efficacy

  • Must have strong analytical skills (Excel and SQL) for modeling, forecasting, insight development

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

  • Experience in a fast-moving corporate environment with significant ambiguity - the textbook answer for a large stable organization is not always best here

Even better:

  • MA degree in an analytical field

  • Experience in a multi-site environment (including an internal and outsourced workforce mix) with experience in on-boarding vendors

  • Experience with Looker, or similar BI tools

  • Six Sigma certification


Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.