BILL

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. BILL is a rapidly growing fintech company focused on empowering businesses with innovative financial tools. As the Senior Manager of Workforce Management in Customer Experience Operations, you will develop and execute a comprehensive workforce strategy, engage with various stakeholders, and lead a high-performing team to optimize workforce utilization and performance. Responsibilities • Responsible for developing the overall Workforce Management strategy for the Customer Experience Operations (CXO) organization. This includes setting goals and objectives, identifying areas for improvement, and establishing policies and procedures to optimize workforce utilization and performance. • Engage with stakeholders across the organization, including Service Operations, BPO Outsource Partners, and Finance. Clear and comprehensive communication of Workforce strategy, key performance metrics and insights. • Partner with Senior Leadership within Service Delivery and Operations to develop staffing strategies that align to the BILL and CXO objectives. Collaborate with internal teams to identify opportunity areas to optimize workforce utilization, improve processes, support strategic initiatives, and help implement them throughout the organization. • Build and lead a high-performing team. Recruit, train, and develop team members, as well as manage performance, goal setting and provide feedback and coaching as needed. Guide team to become best in class workforce management organization. • Data driven - Define, collect, and track operational metrics to inspect the efficiency of CXO operations and achieve targeted outcomes. Distill, synthesize, and drive conclusions based on data in partnership with Customer Experience Operations (CXO) Insights & Analytics team. Skills • 5+ years of experience in workforce management, capacity planning, or operations management in a customer service environment. • Experience with highly outsourced (BPO) operations desired. • Experience in financial technology solutions is a plus. • Robust knowledge of MS Excel or Google Sheets required. • Proficient in WFM applications (Calabrio). • Ability to think strategically within a dynamic, fast-paced organization. • An affinity to 'talking with numbers'; inherent aptitude to quantify and support conclusions with data. • Highly analytical, creative, and innovative approach to solving problems. • Extremely organized, detailed and results oriented. • Excellent written composition and verbal communication skills, with the ability to work in a highly cross-functional environment. • Ability to lead discussions, presentations and influence effectively. • Positive, people-oriented and enthusiastic attitude. Education Requirements • Bachelor's degree in business administration, operations management, or a related field or equivalent experience. Benefits • 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) • HSA & FSA accounts • Life Insurance, Long & Short-term disability coverage • Employee Assistance Program (EAP) • 11+ Observed holidays and wellness days and flexible time off • Employee Stock Purchase Program with employee discounts • Wellness & Fitness initiatives • Employee recognition and referral programs • And much more Company Overview • BILL is a developer of financial automation software for small and midsize businesses (SMBs). It was founded in 2006, and is headquartered in San Jose, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.bill.com.