Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in Draper, Utah or Houston, Texas.

Make your impact within a rapidly growing Fintech Company

As the Senior Manager of Workforce Management in Customer Experience Operations, you will play a pivotal role in building a workforce strategy and set the bar for how we engage with our customers by enhancing performance and scalability as our team grows. You will act as a thought partner to strategize and execute solutions to support a dynamic operating model while methodically balancing SLAs, Quality, and Cost. This role reports to the Director, CXO Enablement Services.

• Strategy development - 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.
• Stakeholder engagement and communication - Engage with stakeholders across the organization, including Service Delivery, BPO Partners, and Finance. Collaborate on the WFM strategy and ensure effective communication by sharing performance metrics and insights. Communicate recommendations to leadership in a clear and comprehensive manner.
• Collaboration - Partner with Senior Leadership within Service Delivery and other cross functional leaders to develop staffing strategies that align to the overall product strategy. Collaborate with internal teams to identify opportunity areas for process improvement and help implement them throughout the organization.
• Flexible Staffing - Drive scale strategy for a workforce that is flexible to adapt to customer needs across workforce types, such as full time and 3rd party, service channels and a diverse offering of products. Scale and support people process and technology to operate in a multi faceted service environment.
• Team leadership and development - Build and lead a high-performing team. Recruiting, training, and developing team members, as well as managing performance, setting goals, and providing feedback and coaching as needed. Guide team to become best in class workforce management organization
• Data driven - Define, collect, and track operational metrics to manage and improve planning performance. Distill, synthesize, and drive conclusions based on data in partnership with Customer Experience Operations (CXO) Reporting & Analytics team

We’d love to chat if you have:

• Bachelor's degree in business administration, operations management, or a related field.
• 5+ years of experience in workforce management, capacity planning, or operations management in a customer service environment. 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.

Let’s talk about 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