Manager Workforce Management

  • St. Louis, MO
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

Job Description

Cash App is looking for an experienced Short Term Planning Leader to join the Cash Customer Operations team. We believe Workforce Management plays a key role in operational excellence, team member happiness, and customer satisfaction, and expect our leaders to prioritize each.

Our ideal candidate has managed and developed a team of Schedulers &  Short Term Forecasters, has supported  programs across internal and outsourced teams, has experience supporting a mid to large scale operations organization with members across a number of geographies, and can think strategically at scale. We are planning for ongoing and aggressive growth. Initially, they'll also have to be scrappy and willing to roll up their sleeves, as the WFM function is expanding its influence in the Cash Customer Operations ecosystem. 

You will:

  • Lead through frequent, fast change: execute new initiatives with urgency in order to support the incredibly high growth rates and product development velocity of Cash App.

  • Develop and enhance existing schedule management strategy, maintaining alignment with Workforce Management lead and Operations leaders

  • Manage a team of Short Term Planning Analysts responsible for the creation of the short term demand and staffing forecasts

  • Ensure Internal and Partner schedule management strategy enables successful service level and response time delivery

  • Review Capacity allocation across Cash Customer Operations to ensure efficient utilization of staffing resources

  • Interface with Operations Leadership: represent WFM to our Operations Team and Group leads, and be a subject matter expert within the company on WFM policies, best practices and approach

  • Partner with the Workforce Management Lead to develop Cash Workforce Management Operational strategy design 

  • Maintain historical demand arrival patterns as well staffing planning assumptions within the Workforce Management software (NICE)

  • Attend planning sessions with Voice of the Customer, Operations, Product teams to source timely and relevant information to further increase the accuracy of the Short Term forecast

  • Oversee Shiftbidding and Holiday planning processes within Cash Customer Operations

  • Using established contact center planning techniques to  improve the complexity and effectiveness of the current short term forecasting methodology

Qualifications

You have:

  • 5+ years of relevant Workforce Management experience, with 3+ years in a leadership role within Resource Planning / Workforce Management at a high growth company (i.e. can’t set and forget anything)

  • BA/BS degree

  • Experience leading Workforce Management teams supporting operations at significant scale - hiring and developing great people, and establishing a collaborative and positive team culture

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

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

  • 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)

  • Experience creating and designing workflows and processes, as well as measuring 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

Even Better:

  • MA degree in an analytical field

  • Experience with Looker, or similar BI tools

  • Six Sigma certification

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, 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 each office’s corresponding local guidelines.