Capacity Planning Analyst

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

We are seeking a highly analytical and data-driven Capacity Planning Analyst to optimize workforce and operational resources alignment with current and future business demands. This role leverages advanced data science techniques, including AI and machine learning, to build sophisticated forecasting models and optimize resource allocation across a 3-year planning horizon.

The ideal candidate combines expertise in workforce management principles, call center operations, and advanced analytics (SQL/Python) with the ability to translate complex data into actionable business strategies.

You Will

Forecasting & Advanced Analytics

• Develop and maintain sophisticated capacity and demand forecasting models using historical data, market trends, and AI/ML techniques
• Create statistical models for predictive forecasting with 3-year planning horizons
• Conduct scenario planning and sensitivity analyses to evaluate business strategy impacts (product launches, seasonal changes, expansion)

Data Engineering & Analysis

• Analyze large datasets using SQL and Python to monitor KPIs, utilization rates, and identify capacity bottlenecks
• Build automated data pipelines and enhance planning tools for improved accuracy and efficiency
• Utilize prompt engineering with Generative AI to automate report writing and optimize query performance
• Optimize queries and automate report generation using AI-powered tools

Workforce Management Strategy

• Apply WFM principles to forecast labor demand/supply and optimize scheduling
• Manage staff allocation to meet service levels while controlling costs and preventing burnout
• Monitor staffing metrics including shrinkage, occupancy, and scheduling effectiveness

Strategic Communication & Collaboration

• Partner with HR, Finance, Operations, Sales, and Data Science teams on capacity decisions
• Transform complex datasets into compelling narratives for senior management
• Present data-driven insights and strategic recommendations to executive stakeholders
• Identify and mitigate risks related to capacity shortages or excesses
• Strong analytical and problem-solving skills with exceptional attention to detail
• Excellent communication abilities to translate technical findings into business recommendations
• Proven project management skills in fast-paced, multi-stakeholder environments
• Strategic thinking with ability to create executive-level presentations

You Have

• 3-7 years of experience in capacity planning, workforce analytics, or similar analytical roles
• Knowledge of WFM tools (e.g., Genesys, Verint, Assembled or specialized AI scheduling assistants).
• Familiarity with forecasting, staffing metrics (shrinkage, occupancy), and scheduling strategies.

Technologies We Use and Teach

• SQL: Advanced proficiency for data extraction, manipulation, and analysis of large datasets
• Python: Experience in data analysis, statistical modeling, and automation scripting
• AI/ML: Hands-on experience with predictive models (regression, time-series analysis, forecasting algorithms)
• Prompt Engineering: Experience utilizing Generative AI for automating analytical workflows and report generation
• Data Visualization: Proficiency in Tableau, Looker, Power BI, or similar tools

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.