Manager Workforce Management
- St. Louis, MO
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?
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.
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
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)
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
MA degree in an analytical field
Experience with Looker, or similar BI tools
Six Sigma certification
We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding local guidelines.