Senior Workforce Management Program & Technical Enablement Lead

BILL•San Jose, CA

About The Position

Join the CXO Shared Services team at BILL, where we drive operational excellence and enable scalable growth for a dynamic, customer-centric fintech leader. As the WFM Program & Technical Enablement Lead, you will play a pivotal role in ensuring our workforce is optimally aligned to business needs, directly impacting customer experience and operational efficiency. This is an opportunity to shape how BILL anticipates, plans, and adapts to rapid change—making a tangible difference in a high-growth environment.

Requirements

3-5 years hands-on experience administering Calabrio WFM, including system configuration, scheduling builds, and reporting — not just as a user, but as someone who owns the tool.
A track record of working in a split onshore/offshore BPO environment, with an understanding of how to maintain data consistency, audit partner outputs, and hold vendors accountable to program standards.
Strong analytical instincts and a high bar for data integrity, with the ability to identify discrepancies across reporting layers, ask the right questions, and drive toward a single source of truth.
Experience bridging the gap between WFM strategy and day-to-day execution, translating leadership priorities into structured processes, governance frameworks, and scalable operational workflows.
A continuous improvement mindset with the ability to identify underutilized system capabilities and build the case — and the roadmap — for closing the gap between what the tools can do and how they are currently being used.

Responsibilities

Serve as the Calabrio platform subject matter expert, administering system configurations, unlocking native forecasting, scenario modeling, and reporting capabilities to maximize tool utilization and protect scheduling accuracy across the BPO network.
Audit scheduling efficacy and forecast accuracy produced by offshore WFM partners, identifying gaps in quality and compliance and escalating findings through the appropriate governance channels to maintain program integrity.
Standardize WFM data and KPI reporting across the Site WFM, WaaS, and BILL WFM ecosystem, establishing a single source of truth that ensures consistency and enables reliable performance visibility across the onshore/offshore model.
Lead technical onboarding for new offshore WFM resources, ensuring partners are trained on Calabrio workflows, scheduling standards, and BILL's WFM processes before assuming production responsibilities
Ensure WFM scheduling practices remain compliant with applicable labor laws and internal policies, conducting routine process audits and serving as a check-and-balance on offshore execution to mitigate operational and compliance risk.