US Onboarding Operations Leader

Block; Sacramento (CA); Remote; USD 207,000 - 311,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning

Job summary

Block is seeking 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 drive measurable improvements in activation, time-to-value, service quality, workforce productivity, and cost-to-serve.

Qualifications

• 12+ years of progressive operations leadership experience 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 analytical and financial acumen, including KPI management, budget inputs, forecasting, and cost-to-serve improvement.
• Experience leading through subordinate managers and influencing senior cross-functional stakeholders.
• Experience with vendor-supported operations, field teams, remote onboarding, or blended delivery models preferred.
• Experience improving workflows and customer outcomes using AI.

Responsibilities

• Own US onboarding execution from post-sale handoff through go-live across applicable seller segments, channels, and delivery models.
• Establish objectives, work plans, staffing models, and performance requirements for US first-party and vendor-supported teams.
• Manage coverage, scheduling, routing, utilization, quality, escalations, and SLAs across US operations.
• Drive accountability for US market performance while implementing global onboarding standards and operating cadences.
• Improve activation, time-to-value, CSAT, SLA adherence, utilization, and cost-to-serve.
• Use data and frontline insights 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.
• 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.
• Represent US onboarding operations in cross-functional forums with clear recommendations.
• Coach and develop operational leaders, building a culture of ownership and continuous improvement.

Skills

Operations leadership

Cross-functional leadership

Data-driven

Strategic planning

Financial acumen

AI in operations

Job description

Block is seeking 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 drive measurable improvements in activation, time-to-value, service quality, workforce productivity, and cost-to-serve.