Senior Workforce Management Lead, Customer Operations

Senior Workforce Management Lead, Customer Operations Melbourne, Australia

Posted yesterday

Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society, and our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more people gain financial freedom and retailers grow globally.

Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers and more than 64,000 retailers worldwide, including brands like Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, and Ray-Ban. Our mission is to power an economy where everyone wins.

Afterpay is free for customers who pay on time, helping people spend responsibly without interest, fees, or extended debt. We empower customers to access what they want and need while maintaining financial wellness by splitting payments into four parts, online and in-store. We are committed to positive outcomes and supporting our community.

We trust in the next generation and envision a more accessible and sustainable world where people are rewarded for doing the right thing.

The Role We seek an experienced and strategic Workforce Management Lead to oversee forecasting and capacity planning within Customer Operations. This role ensures we meet key metrics and service levels across multiple sites and international locations. You will collaborate with peers leading core functions and report directly to the Global Workforce Management Lead.

You Will Lead a team supporting one of our business units within block Develop and execute capacity plans and staffing models for current operations and new product launches Forecast, schedule, and optimize staffing across compliance streams, adhering to SLAs and avoiding backlogs Create daily dashboards for performance management and alert routing Collaborate with Product, Finance, and Compliance Analytics teams to enhance workforce strategies Partner with vendor management to ensure smooth ramp-up / down and meet KPIs and SLAs for service providers Use statistical and BI tools to analyze performance trends and inform decisions Present insights to senior management and escalate resource issues timely Support and coach Workforce Staff in daily functions You Have 8+ years in Workforce Management or Strategic Workforce Planning 5+ years leading large, multi-site international teams Expertise in forecasting and capacity planning in complex environments Proficiency in spreadsheet tools like Google Sheets and Excel Experience working with diverse teams and managing partner relationships Strong communication skills with experience influencing strategic decisions Experience analyzing workforce data for operational improvements Advanced analytical skills, including variance analysis and forecasting modeling We aim to build a more inclusive economy where all have access to opportunity. Block is an equal opportunity employer committed to fairness and inclusivity, providing reasonable accommodations during recruitment.

This role requires working across multiple time zones and may involve outside-normal hours work. We offer benefits like remote work, health insurance, flexible time off, retirement plans, and family planning support to help you excel and build your life.

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