Global Workforce and Partner Operations Lead

  • San Francisco, CA
  • Employees can work remotely
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

The Customer Success Global Workforce and Partner Operations Lead will manage a WFM team (consisting of analysts, schedulers, and forecasting), and a partner network team that manages the daily operations, relationship, and performance of our global, 24/7, outsourced network.  You will oversee team strategy and metrics (KPI) performance, overseeing decisions across infrastructure, personnel, process and work prioritization. Additionally, this role would represent WFM and Partner at a senior level within the organization and be the expert within the company for strategy, best practices, innovation and insights. We are looking for someone who understands call center metrics (Key Performance Indicators) across voice and non-voice channels, and has in-depth expertise in contact center forecasting, scheduling and capacity planning for proprietary and outsourced networks. You will play an essential part of annual planning for the entire Customer Success organization, and requires a high level of financial knowledge, including the ability to manage a multi-million P&L. 

You will:

  • Hire and coach a team of ~10 individuals at varying levels - You will develop their skills, helping them grow in their roles, while ensuring the team achieves high-quality work
  • Set the team roadmap in collaboration with the Customer Success leadership team. Decide on OKRs (goals and key results), prioritization and sequencing of projects, and ensure important projects are delivered
  • Take overall responsibility for achieving the team KPIs (forecasting, staffing and scheduling/RTA accuracy, SLAs, utilization, adherence, performance across our partner network in the form of CSAT, NPS, quality, and lock delivery)
  • Decide the infrastructure for the team (i.e. tools used) given scale, budget, and functional requirements
  • Build and nourish relationships with other teams, like 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 goals 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 and partner related asks
  • Lead strategy for overall network configuration and segmentation, ensuring that we are well positioned to provide outstanding support for our sellers, with flexibility to account for expected events
  • Regularly visit vendor sites for performance reviews and to assess overall program health

Qualifications

  • BA/BS degree in an analytical field
  • 4+ years leading Workforce Management teams - hiring and developing great people, and establishing a collaborative and positive team culture
  • 4+ years of work experience managing BPO operations as client and provider
  • Experience leading annual planning cycles, strategy and roadmap development, target setting and quarterly project prioritization
  • Deliver on operational KPIs (productivity, quality, and effectiveness)
  • Experience launching and implementing new outsourced operations in global offshore locations
  • Experience negotiating complex contracts, with global BPOs and track record of outsourcing bench-marking and market analyses
  • Experience with Workforce Management platforms/software (e.g. NICE IEX, Aspect, Teleopti)
  • In-depth expertise in contact center forecasting, scheduling and capacity planning, both for proprietary and outsourced HC
  • Project management experience, including structuring a problem, developing a roadmap and timelines, and then experience delivering on schedule
  • Experience creating and designing workflows and processes and ability to measure their efficacy
  • Strong analytics and reporting background, with the ability to build scorecards/dashboards independently
  • Identify upstream blockers, prioritize solutions and communicate effectively
  • Previous work experience developing process redesigns transitioning from current-state to future-state on a global delivery model
  • Ability to travel both domestically and internationally (up to 20% of the year)
  • MA degree in an analytical field
  • Experience with Looker, or similar BI tools
  • Six Sigma certification

Additional Information

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. 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.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Flexible time off
  • Learning and Development resources