VP of US Onboarding & Operations Excellence

Square; San Francisco (CA); On-site; USD 207,000 - 311,000; Full time

Job summary

Square in San Francisco seeks a senior operations leader to own US onboarding operations across 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, 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

Qualifications

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

Responsibilities

• Own US onboarding execution from post-sale handoff through go-live across 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.
• Lead process redesign, tooling improvements, automation opportunities, and playbook development for US onboarding workflows.
• Utilize AI to enhance seller outcomes and improve internal workflows.

Skills

Operations leadership

Team management

Workforce planning

Cross-functional influence

Financial acumen

Independent decision‑making

Vendor/field ops

Communication/judgment

AI in ops

Job description

Square in San Francisco seeks a senior operations leader to own US onboarding operations across 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, 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