Senior Director, US Onboarding & Operations

Block, Inc.; Northern (KY); On-site; USD 207,000 - 311,000; Full time

Benefits offered by this job

Medical insurance

Flexible time off

Remote work options

Retirement savings plans

Job summary

Block, Inc. seeks a senior operations leader to own US seller onboarding across post-sale handoffs, first-party and vendor-supported delivery motions.

You will translate global onboarding strategy into US operating plans, manage multiple teams, and drive improvements in activation, time-to-value, service quality, and cost-to-serve. The role requires broad operational expertise, cross-functional influence, and the ability to make high-quality decisions in ambiguity.

Qualifications

• 12+ years of progressive operations leadership experience in technology, fintech, commerce, SaaS, or related fields.
• Experience managing multiple teams or departments with staffing, quality, cost, and performance responsibilities.
• Strong understanding of workforce planning, capacity management, service delivery, and performance management.
• Experience leading through subordinate managers and influencing senior stakeholders.
• Strong analytical and financial acumen, including KPI management and cost-to-serve improvements.
• Ability to operate independently in ambiguous situations while aligning with senior leadership.
• Experience with vendor-supported operations, field teams, or blended delivery models preferred.
• Clear communication, strong judgment, and ability to gain alignment in sensitive situations.
• Experience improving workflows and customer outcomes using AI.

Responsibilities

• Own US onboarding execution from post-sale handoff to go-live across seller segments, channels, and delivery models.
• Set operational objectives, work plans, staffing models, and performance requirements for US teams.
• Manage coverage, scheduling, routing, utilization, quality, escalations, and SLA adherence across US operations.
• Drive accountability for US performance while implementing global onboarding standards.
• Improve metrics: activation, time-to-value, CSAT, SLA adherence, utilization, and cost-to-serve.
• Use data and frontline insights to identify risks, root causes, and opportunities.
• Lead process redesign, tooling improvements, automation, and playbooks for onboarding workflows.
• Utilize AI to enhance outcomes and internal workflows.
• Partner with Sales, Product, Finance, and regional GTM teams to improve onboarding outcomes.
• Influence senior stakeholders on priorities and resources; translate data into recommendations.
• Represent US onboarding in cross-functional forums; manage multiple teams/workstreams.
• Coach and develop operational leaders; foster ownership, continuous improvement, and high-quality service across distributed teams.

Skills

Leadership

Operations management

Cross-functional collaboration

Strategic planning

Data analysis

Budgeting & forecasting

Stakeholder management

AI in operations

Job description

Block, Inc. seeks a senior operations leader to own US seller onboarding across post-sale handoffs, first-party and vendor-supported delivery motions.

You will translate global onboarding strategy into US operating plans, manage multiple teams, and drive improvements in activation, time-to-value, service quality, and cost-to-serve. The role requires broad operational expertise, cross-functional influence, and the ability to make high-quality decisions in ambiguity.