Head of US Onboarding & Ops Excellence

Block; California; A distancia; USD 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Modern family planning

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Operations management

Workforce planning

KPI management

Cross-functional collaboration

Data-driven decision making

AI workflow improvement

Herramientas

AI in workflows

Descripción del empleo

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