Head of Workforce Optimization

The posting, as Block wrote it

Block is one company built from many blocks, all united by the same purpose: economic empowerment. We build technology that increases access and independence for sellers, individuals, and artists around the world. Working at Block means working on and across our brands—Square, Cash App, Afterpay, TIDAL, Spiral, and Proto - in roles that connect, enable, and push all of them forward faster.

We’re remote-first by design and operate with intelligence at the center of everything we do. At Block, you'll be challenged by some of the brightest, most creative minds in the industry and have the tools and autonomy to do the most meaningful work of your career.

The Role

Workforce Optimization sits within Block Operations and connects planning, operations, finance, product, engineering, and our global partner network. Reporting to the Head of Operations, you will lead the combined Workforce Optimization function supporting customer-facing operations and regulated Risk & Compliance work across thousands of internal and external analysts / customer advocates, and multiple vendors around the world. You will create one operating model for forecasting, staffing, real-time management, vendor governance, analytics, and automation. This will give Block the capacity and specialist skills it needs while balancing service, quality, regulatory obligations, and cost. This is an opportunity to shape how a global workforce of employees, partners, and AI systems works together and to move the function from automated visibility toward predictive, increasingly self-optimizing decisions.

You Will

• Set the strategy and operating model for the combined Workforce Management function, establishing clear ownership, common methods, decision rights, and a measurable maturity roadmap.
• Own long-range forecasting and capacity planning across a 12–36 month horizon, translating customer demand, regulatory cycles, audits, incidents, product changes, and automation into hiring, partner, and financial plans.
• Connect long-range plans to 1–8 week staffing commitments, schedules, and intraday actions so operations can address coverage and capacity risks before service or regulatory commitments are affected.
• Define service and staffing strategies across customer support and back-office work, balancing response times, backlog, quality, specialist skills, employee experience, occupancy, resilience, and cost.
• Establish consistent governance for global business process outsourcing partners, including capacity locks, performance measures, business reviews, corrective actions, and 24/7 escalation protocols.
• Build a trusted analytics foundation with shared metric definitions, live performance visibility, forecast-accuracy tracking, scenario planning, and clear narratives that help leaders act.
• Partner with product, engineering, data science, and operations teams to prioritize automation by measurable value, incorporate expected automation benefits into plans, and create eff

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ic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.

Zone A

$217,800 — $326,800 USD

Zone B

$217,800 — $326,800 USD

Zone C

$217,800 — $326,800 USD

Zone D

$217,800 — $326,800 USD

Application Guidelines

Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Contact us here with hiring practice or data usage questions.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.

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