Head of Business Operations - Remote

Block; California; À distance; USD 180 000 - 260 000; Plein temps

Avantages offerts par ce poste

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Modern family planning

Résumé du poste

Square is seeking a senior operations leader to own US seller onboarding operations across first-party and vendor-supported delivery motions. You will translate global strategy into US operating plans, manage multiple teams, and drive improvements in activation, time-to-value, service quality, and cost-to-serve.

You will collaborate across functions to scale onboarding and enhance outcomes. The role requires broad operational expertise, strong cross-functional influence, and the ability to make

Qualifications

• 12+ years of progressive operations leadership experience.
• Experience managing multiple teams with staffing, quality, cost, and performance responsibility.
• Strong understanding of workforce planning, capacity management, and service delivery operations.
• Strong analytical and financial acumen, including KPI management and forecasting.
• Experience with vendor-supported operations or blended delivery models.
• Experience improving workflows and customer outcomes using AI.

Responsabilités

• Establish objectives, work plans, staffing models, and performance requirements for US first-party and vendor teams.
• Manage coverage, scheduling, routing, utilization, quality, escalations, and SLA adherence across US operations.
• Drive accountability for US market performance while aligning with global onboarding standards.
• Lead process redesign, tooling improvements, and playbook development for US onboarding workflows.
• Represent US onboarding in cross-functional forums and translate data into recommendations.
• Oversee multiple teams and managers within US onboarding operations.
• Foster a culture of ownership, continuous improvement, and high-quality service delivery.

Connaissances

Leadership

Operations management

Workforce planning

KPI management

Cross-functional collaboration

Data-driven decision making

AI workflow improvement

Outils

AI in workflows

Description du poste

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. 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. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. Square is looking for a senior operations leader to own US seller onboarding operations across first-party and vendor-supported delivery motions. Reporting to the Head of Global Onboarding Operations, this leader will translate global onboarding strategy into US operating plans, manage multiple teams and workstreams, and drive measurable improvements in seller activation, time-to-value, service quality, workforce productivity, and cost-to-serve.

This role requires broad operational expertise, strong cross-functional influence, and the ability to make high-quality decisions in ambiguous situations. The right candidate can operate independently on significant assignments, build scalable operating mechanisms, and manage leaders responsible for day-to-day execution across a large and complex market.

US Onboarding Operations

• Establish operational objectives, work plans, staffing models, and performance requirements for US first-party and vendor-supported teams.
• Manage coverage, scheduling, routing, utilization, quality, escalations, and service-level adherence across US operations.
• Drive accountability for US market performance while implementing global onboarding standards and operating cadences.

Operational Excellence and Performance

• Improve key metrics including activation, time-to-value, CSAT, SLA adherence, utilization, and cost-to-serve.
• Use data, frontline insights, and business reviews to identify risks, root causes, and improvement opportunities.
• Lead process redesign, tooling improvements, automation opportunities, and playbook development for US onboarding workflows.
• Represent US onboarding operations in cross-functional forums and translate operational data into clear recommendations.
• Manage multiple teams, managers, or workstreams within US onboarding operations.
• Build a culture of ownership, continuous improvement, and high-quality service delivery across distributed teams.

Requirements

• 12+ years of progressive operations leadership experience, ideally in technology, fintech, commerce, SaaS implementation, customer success operations, field operations, or scaled services delivery.
• Experience managing multiple teams or departments with responsibility for staffing, quality, cost, and performance.
• Strong understanding of workforce planning, capacity management, service delivery operations, and performance management.
• Strong analytical and financial acumen, including KPI management, budget inputs, forecasting, and cost-to-serve improvement.
• Experience with vendor-supported operations, field teams, remote onboarding, or blended delivery models preferred.
• Experience improving workflows and customer outcomes using AI.

The speed, quality, and consistency of a seller’s first experience directly shape activation, retention, satisfaction, and long-term value. This role helps ensure Square can scale onboarding globally while improving seller outcomes and operating efficiency.

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. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

S. locations are categorized into one of four zones based on a cost of labor index for that geographic area.

Benefits

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
• Modern family planning

Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Together, we’re helping build a financial system that is open to everyone.

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