Note: The job is a remote job and is open to candidates in USA. BILL is a dynamic fintech company focused on empowering businesses through innovative financial tools. The Workforce Management Program & Technical Enablement Lead will serve as a strategic program leader, driving operational excellence and governance across workforce management functions.
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
Skills
- 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
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
Company Overview