Head of US Onboarding Operations

Block; California; À distance; USD 207 000 - 311 000; Plein temps

Avantages offerts par ce poste

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning

Résumé du poste

Block, Inc. is seeking a senior operations leader to own US seller onboarding operations across first‑party and vendor‑supported delivery motions.

This role translates global onboarding strategy into US plans, leads multiple teams, and drives improvements in activation, value realization, service quality and cost‑to‑serve. You will influence senior stakeholders, manage distributed teams, and build scalable operating mechanisms across a large market while using data insights and AI to improve

Qualifications

• 12+ years of progressive operations leadership experience in technology, fintech, commerce, SaaS or scale‑services delivery.
• Experience managing multiple teams or departments with staffing, quality, cost, and performance responsibilities.
• Strong analytical and financial acumen, KPI management, forecasting, and cost‑to‑serve improvement.

Responsabilités

• Own US onboarding execution from post‑sale handoff through go‑live across seller segments, channels, and delivery models.
• Establish objectives, staffing models, and performance requirements for US first‑party and vendor‑supported teams.
• Improve activation, time‑to‑value, CSAT, SLA adherence, utilization, and cost‑to‑serve with data‑driven reviews.
• Lead process redesign, tooling improvements, automation opportunities, and playbook development for US onboarding workflows.
• Partner with Sales, Product, Finance, and regional teams to improve onboarding outcomes.

Connaissances

Operations leadership

Team leadership

Cross-functional influence

Data-driven decisions

Workforce planning

Budget & forecasting

Vendor operations

AI in operations

Description du poste

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.

About the Role

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.

What You Will Own

US Onboarding Operations

• Own US onboarding execution from post‑sale handoff through go‑live across applicable seller segments, channels, and delivery models.
• 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.
• Utilize AI to enhance seller outcomes and improve internal workflows

Cross‑Functional Leadership

• Partner with Sales, Product, Finance, and regional GTM teams to improve seller onboarding outcomes.
• Influence senior stakeholders on priorities, tradeoffs, resource needs, and operational changes affecting US onboarding.
• Represent US onboarding operations in cross‑functional forums and translate operational data into clear recommendations.

Team Leadership

• Manage multiple teams, managers, or workstreams within US onboarding operations.
• Coach and develop operational leaders, raising the bar for judgment, execution, accountability, and seller empathy.
• Build a culture of ownership, continuous improvement, and high‑quality service delivery across distributed teams.

What We Are Looking For

• 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.
• Experience leading through subordinate managers and influencing senior cross‑functional stakeholders.
• Strong analytical and financial acumen, including KPI management, budget inputs, forecasting, and cost‑to‑serve improvement.
• Ability to operate independently in ambiguous situations while aligning with senior leadership on objectives and outcomes.
• Experience with vendor‑supported operations, field teams, remote onboarding, or blended delivery models preferred.
• Clear communication, strong judgment, and the ability to gain alignment in sensitive or complex situations.
• Experience improving workflows and customer outcomes using AI

Why This Role Matters

Seller onboarding is one of the most important moments in the Square journey. 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. 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.

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 this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Zone A:

$207,400—$311,200 USD

Zone B:

$207,400—$311,200 USD

Zone C:

$207,400—$311,200 USD

Zone D:

$207,400—$311,200 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. 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. Bitkey is a simple self‑custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.

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