WFM Capacity Planning Lead

WFM Capacity Planning Lead at BILL

Join the CXO Shared Services team where we drive operational excellence and enable scalable growth for a dynamic, customer‑centric fintech leader. As the WFM Capacity Planning Lead, you will play a pivotal role in ensuring our workforce is optimally aligned to business needs, directly impacting customer experience and operational efficiency.

• Develop and maintain short‑ and long‑term capacity plans to ensure the right staffing levels across multiple customer‑facing teams.
• Analyze historical data, business trends, and forecast inputs to create actionable staffing models and recommendations.
• Drive strong WFM operational rigor across multiple outsourced (BPO) partners and sites.
• Partner with cross‑functional stakeholders to understand business drivers, upcoming initiatives, and volume impacts, translating them into workforce requirements.
• Monitor real‑time and projected performance against plan, identifying risks and proactively recommending adjustments.
• Present capacity insights and recommendations to leadership, supporting data‑driven decision‑making.
• Continuously improve planning processes, tools, and reporting to drive greater accuracy and efficiency.
• Collaborate with Workforce Management, Operations, and Finance to align on headcount, budget, and resource allocation.

• 5+ years of experience in workforce management, capacity planning, or business analytics within a fast‑paced, service‑oriented environment.
• Strong analytical and problem‑solving skills, with the ability to interpret complex data and translate it into clear, actionable plans.
• Proficiency with workforce planning tools (Calabrio), Excel/Google Sheets, and data visualization platforms (Tableau).
• Excellent communication and collaboration skills, with a track record of building productive relationships across teams.
• A proactive, results‑driven mindset and comfort working with ambiguity and evolving priorities.

Visa Sponsorship: 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.

San Jose pay range: $99,800—$124,800 USD
Draper pay range: $84,900—$106,100 USD
Zone 1 (San Francisco Bay Area CA, New York City, Seattle, Los Angeles County): $99,800—$124,800 USD
Zone 2 (CA, Austin, Massachusetts): $89,900—$112,300 USD
Zone 3 (Utah, Houston, Florida, North Carolina): $84,900—$106,100 USD

• 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

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.

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