Lead Block’s global Workforce Optimization function across customer-facing and regulated operations. Establish strategy for forecasting, capacity planning, staffing, real-time management, analytics, automation, and vendor governance. Build predictive workforce systems, align operational and financial plans, manage risk and compliance capacity, oversee incidents and escalations, and develop a multidisciplinary global team supporting employees, outsourced partners, and AI systems.

Supports identity and access management, troubleshoots technical issues across Salesforce, Amazon Connect, Okta, and internal systems, and resolves tickets for internal support teams. The role validates system functionality, manages Jira escalations, partners with engineering during incidents, automates workflows, documents solutions, and identifies recurring issues for systemic improvement. It requires strong technical troubleshooting, communication, organization, and the ability to interpret code, logs, and system configurations.