BPO Lead, Global Seller Onboarding

Square Inc.; California (MO); On-site; USD 114,000 - 172,000; Full time

Job summary

Square Inc. is seeking a GSO BPO Lead to manage vendor relationships and improve operational efficiency within the Global Seller Onboarding team. This strategic role involves leading process enhancements through data-driven insights, managing compliance, and collaborating cross-functionally. The successful candidate should possess strong analytical skills and a Bachelor’s degree in Business or Operations, along with a minimum of 4 years in vendor management.

Benefits

Flexible time off

Medical insurance

Retirement savings plans

Remote work options

Modern family planning services

Qualifications

• 4+ years managing BPO vendors or outsourced programs.
• Experience in large-scale process optimization.
• Exposure to AI/ML or automation technologies preferred.

Responsibilities

• Oversee and optimize BPO partners' performance.
• Manage compliance, escalation processes, and issue resolutions.
• Implement process improvements based on operational data.

Skills

Analytical skills

Problem-solving

Communication

Stakeholder management

Negotiation

Education

Bachelor's degree in Business or Operations

Tools

Google Workspace

Asana

Salesforce

Job description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

Block is seeking a strategic, operations-minded leader to join our Global Seller Onboarding (GSO) team as the GSO BPO Lead. In this role, you will oversee and optimize our network of Business Process Outsourcing (BPO) partners, managing vendor performance, driving cross-functional alignment, and leading continuous improvement efforts across the BPO ecosystem.

Working directly with the Global Head of Vendor Strategy & GSO BPO, you will play a key role in enhancing the seller onboarding experience, improving operational efficiency, and scaling the program through data-driven insights and innovation. This remote position requires up to 10% travel and offers the opportunity to lead the integration of AI-enabled workflows while collaborating with cross-functional teams across the organization.

You Will

• Serve as the primary point of contact for all GSO BPO partners
• Lead strategic and operational business reviews to assess vendor performance
• Monitor adherence to SLAs, compliance requirements, and contractual obligations
• Manage escalation processes and ensure timely resolution of issues
• Identify inefficiencies and implement process improvements across the BPO network
• Utilize operational data and performance trends to drive continuous improvement initiatives
• Collaborate on AI-driven and automated solutions that reduce manual lift and enhance quality
• Own SOP documentation and change management for BPO operations
• Partner with L&D, Sales, Onboarding, Support, Risk, and Product teams to improve BPO performance
• Lead invoice reconciliation, budget alignment, and vendor billing audits
• Ensure accuracy of financial reporting and compliance with contract terms
• Serve as the first point of escalation for BPO-related operational challenges
• Lead root cause analyses and implement preventative measures
• Develop and maintain vendor scorecards, dashboards, and governance structures
• Represent BPO operational feedback in internal strategic discussions and system design efforts

You Have

• Bachelor's degree in Business, Operations, or related field; or equivalent experience
• 4+ years of experience managing BPO vendors or outsourced operational programs
• Proven ability to lead large-scale process optimization and performance improvement efforts
• Strong analytical and problem-solving skills with expertise in operational metrics
• Excellent communication, stakeholder management, and negotiation skills
• Experience with SLA frameworks, QA programs, and vendor reporting
• Demonstrated success in invoice management and financial reconciliation
• Proficiency in Google Workspace, Asana, Salesforce, or other collaboration and CRM tools
• Preferred: Exposure to AI/ML, intelligent automation, or robotic process automation (RPA) technologies

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 .

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to thisresource . If a location of interest is not listed, please speak with a recruiter for additional information.

Zone A:

$122,900 — $184,300 USD

Zone B:

$114,200 — $171,400 USD

Zone C:

$108,200 — $162,200 USD

Zone D:

$98,300 — $147,500 USD

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering.Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people.Squaremakes commerce and financial services accessible to sellers.Cash Appis the easy way to spend, send, and store money.Afterpayis transforming the way customers manage their spending over time.TIDALis a music platform that empowers artists to thrive as entrepreneurs.Bitkeyis a simple self-custody wallet built for bitcoin.Protois a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.