Workforce Management Program Lead

BILL•San Jose, CA

4d•$84,900 - $124,800•Remote

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 Lead, you will serve as a strategic program leader for BILL’s WFM function, bringing structure, rigor, and alignment across the BILL-badged WFM team, BPO WFM resources, and WaaS partners. Working through influence, shared standards, and cross-functional collaboration, this role shapes how BILL plans, executes, and governs workforce management across every delivery model.

Requirements

4+ years of WFM experience with deep proficiency across forecasting, scheduling, and real-time management, with hands-on experience in enterprise WFM platforms (such as Calabrio, NICE, Verint, or equivalent) and a demonstrated ability to maximize tool utilization in support of program outcomes.
A track record of operating across multiple WFM delivery models, including BPO and WaaS partnerships, with a demonstrated ability to align execution standards, maintain data consistency, and hold all parties accountable to program goals through influence and governance rather than direct authority.
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 evaluate current WFM practices, identify gaps between program potential and actual execution, and build a clear case and roadmap for elevating standards across people, process, and platform. Comfort leveraging AI tools to analyze workforce data, generate operational insights, and identify patterns that inform smarter planning decisions.

Responsibilities

Define and drive WFM practice standards across the BILL-badged team, BPO WFM resources, and WaaS partners, establishing consistent methodology for forecasting, scheduling, and intra-day management that sets a clear bar for execution quality across all delivery models.
Govern the quality and compliance of WFM outputs across all delivery models, including the BILL-badged team, BPO WFM resources, and WaaS partners. This includes auditing forecast accuracy, scheduling efficacy, and adherence to program standards, with gaps escalated through established governance channels to protect operational integrity.
Standardize WFM data and KPI reporting across the BILL-badged team, BPO WFM resources, and WaaS partners, creating a single source of truth that delivers consistent, reliable performance visibility across all delivery models. AI-powered tools and analytics are used throughout to surface deeper insights and support faster, more informed decision-making.
Lead onboarding and ongoing enablement for new WFM resources across the BILL- badged team, BPO partners, and WaaS, ensuring everyone is aligned to BILL’s scheduling standards, WFM platform workflows, and program expectations before assuming production responsibilities.
Ensure WFM scheduling practices remain compliant with applicable labor laws and internal policies, conducting routine process audits across all delivery models to mitigate operational and compliance risk.