Head of Workforce Optimization

Location: Remote, Bay Area, CA, US

Salary: $217,800–$326,800 USD annually, depending on location zone and qualifications.

Company

hirify.global builds technology that expands access to the global economy through brands including Square, Cash App, Afterpay, TIDAL, Spiral, Bitkey, and Proto.

What you will do

• Set the strategy, operating model, ownership structure, decision rights, and maturity roadmap for Workforce Optimization.
• Lead 12–36 month forecasting and capacity planning, connecting demand, regulatory cycles, audits, incidents, product changes, automation, hiring, partners, and financial plans.
• Connect long-range planning with 1–8 week staffing commitments, schedules, intraday management, and coverage-risk mitigation.
• Define service and staffing strategies across customer support, back-office, Risk & Compliance, and regulated operations.
• Establish governance for global business process outsourcing partners, including performance measures, business reviews, corrective actions, capacity locks, and 24/7 escalation protocols.
• Build analytics, automation, incident-management, and workforce-planning capabilities while aligning operations, finance, compliance, vendors, product, engineering, and executive leaders.

Requirements

• At least 15 years of related experience in Workforce Management, Operations, Data Science, or related functions.
• Experience leading and transforming a global Workforce Management function covering forecasting, capacity planning, scheduling, real-time management, workforce analytics, and vendor governance.
• Experience supporting both high-volume customer operations and back-office or regulated operations, including differences in demand patterns, service measures, skills, and controls.
• Demonstrated success building operating models and teams across regions, internal employees, and outsourced partners while maintaining service, quality, resilience, and financial discipline.
• Experience moving workforce decisions from manual reporting toward automated and predictive systems using data, statistical or machine-learning models, scenario planning, and human guardrails.
• Ability to translate complex operational and financial data into decisions, influence senior leaders, and create alignment across competing priorities or incentives.
• Experience partnering with product, engineering, data science, finance, operations, and compliance teams to convert business changes and automation roadmaps into workforce plans.
• Experience establishing controls for regulated capacity, vendor quality, incidents, and corrective actions, with sound judgment regarding operational risk.
• Record of developing leaders and specialists, clarifying accountability, and leading teams through organizational and technological change.

Nice to have

• No separate optional qualifications were specified.

Culture & Benefits

• Remote-first work model with autonomy and flexible time off.
• Medical insurance, retirement savings plans, and modern family-planning benefits.
• Inclusive workplace and interview process with reasonable accommodations for disabled applicants.
• Use of AI tools in hiring with local regulatory compliance and bias audits.

Hiring process

• 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.