Sr Manager, Workforce Management

Sr Manager, Workforce Management

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we don't stop there : we're creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that's ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosityand we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person's unique skills and experiences. We'd love to hear from youyou might be just what we're looking for, whether in this role or another.

Let's give businesses more time for what matters.

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 comprehensive workforce strategy. You will act as a thought partner to strategize and execute solutions to support a dynamic operating model while methodically balancing Service Levels, Quality, and Cost. This role reports to the Director, CX Operations.

Responsibilities include :

• 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.

We'd love to chat if you have :

Visa Sponsorship : Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

The estimated base salary range for this role is $111,400 - $139,700 USD for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL's bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes : medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

What's in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL :

BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.