Workforce Management Lead, Risk Operations

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams - People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more - provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
The Role
We are looking for an experienced and strategic Workforce Management Lead to drive our forecasting and capacity planning within the Compliance Operations domain. This role is critical in ensuring that our compliance functions-Customer Onboarding (CDD/EDD), Ongoing Monitoring (AML transaction monitoring), and Sanctions Screening (including PEP)-operate effectively. You will collaborate with peers leading these core functions, and report directly to the Head of Compliance Operations.
You Will

• Develop and implement capacity plans and staffing models to support existing lines of business and new product launches within Compliance Operations.
• Forecast, schedule, and optimize staffing across multiple compliance work streams, ensuring adherence to process-specific Service level agreements and the absence of backlogs.
• Lead projects to create daily dashboard reporting for team leaders and managers, enhancing performance management and alert/case routing at the analyst level.
• Collaborate with cross-functional teams, including Product, Finance, and Compliance Analytics, to develop strategic workforce management solutions and improve forecasting models.
• Partner with Block vendor management teams to ensure seamless ramp-up/ramp-down and meet interval KPIs and contractual Service level agreements for our managed service providers.
• Use statistical methodologies and BI tools to analyze performance trends and drive data-informed decision-making.
• Present insights to senior and executive management, ensuring timely escalation of resourcing shortfalls based on forecasting.

You Have

• 8+ years of experience in Workforce Management, Operations, or Strategic Workforce Planning roles
• 5+ years of people management experience
• Expertise in forecasting and capacity planning in complex environments
• Moderate knowledge of KYC, AML, and Sanctions compliance.
• Proficiency in using spreadsheet tools such as Google Sheets and Excel, with the ability to create complex staffing models.
• Experience collaborating with diverse teams and managing key partner relationships
• Demonstrated written and verbal communication skills, evidenced by delivering comprehensive reports and presentations to senior management that have influenced strategic decisions in operations.
• Experience analyzing workforce data to drive decision-making, with experience increasing operational efficiency through data-driven workforce adjustments and recommendations
• Advanced analytical skills, including the ability to perform variance analysis, and developing forecasting models to inform strategic workforce planning decisions that result in a material improvement in operational efficiency

Even Better

• Experience in the Financial Services/Fintech industry, specifically in highly regulated environments.
• Consulting or transformation background.
• Certified Six Sigma Yellow, Green, or Black Belt.
• Intermediate SQL skills.
• Experience with data visualization and analysis tools such as Tableau.

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic 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:
$163,600 - $245,400 USD
Zone B:
$152,200 - $228,200 USD
Zone C:
$144,000 - $216,000 USD
Zone D:
$135,800 - $203,600 USD
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 at [email protected] 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.