[Hiring] Global Operations Excellence & Business Operations Lead @Block

Role Description

Square is looking for an experienced operations excellence and business operations leader to build the operating system for global seller onboarding. Reporting to the Head of Global Onboarding Operations, this role will create the metrics, planning processes, reporting cadences, capacity models, and continuous improvement mechanisms that help the onboarding organization scale with discipline.

This role closely partners with Onboarding Operational leaders and is designed to create leverage across the full organization. The right candidate is highly analytical, structured, and action-oriented, with the ability to turn operational complexity into clear plans, dashboards, routines, and recommendations.

What You Will Own

• Operating Cadence and Business Management
  • Build and run the core operating cadence for global onboarding, including weekly, monthly, and quarterly business reviews.
  • Create consistent reporting, decision forums, action tracking, and escalation mechanisms across regions and operating models.
  • Partner with leaders to turn strategic priorities into measurable plans, milestones, and execution routines.
  • Own the global onboarding KPI framework, including activation, time-to-value, NPS, cost-to-serve, SLA adherence, utilization, and quality.
• Planning, Capacity, and Financial Support
  • Lead capacity planning and workforce modeling across first-party, vendor, and BPO delivery motions in partnership with regional and partner operations leaders.
  • Partner with Finance on budget inputs, forecasts, headcount planning, vendor spend analysis, cost-to-serve models, and ROI assessments.
  • Support annual and quarterly planning by translating volume, productivity, service quality, and cost assumptions into operational plans.
• Process Improvement and Standardization
  • Identify friction in onboarding workflows, handoffs, tooling, data quality, and escalation processes.
  • Drive process standardization, playbook development, documentation, and continuous improvement initiatives across regions.
  • Partner with Product, Enablement, Analytics, and Operations teams to improve systems, automation, and operational effectiveness.
• AI Leadership
  • Drive the adoption of AI-enabled workflows across the onboarding organization by identifying high-impact use cases, standardizing best practices, and helping teams apply AI to improve quality, speed, consistency, and operational efficiency.
  • Build playbooks, training materials, and operating routines that help onboarding teams use AI effectively for tasks such as knowledge management, call/document summarization, process adherence, quality review, performance insights, and frontline enablement.
  • Measure the impact of AI-enabled improvements on onboarding outcomes, including time-to-value, cost-to-serve, team productivity, seller experience, quality, and consistency; use findings to scale what works across regions and delivery models.

Qualifications

• 8+ years of relevant experience with a Master’s degree, 12+ years with a Bachelor’s degree, or equivalent experience in operations, business operations, strategy and operations, workforce planning, analytics, or operational excellence.
• Experience building operating cadences, dashboards, planning processes, KPI frameworks, and performance management routines.
• Strong analytical skills and comfort working with operational, financial, workforce, and performance data.
• Experience with capacity planning, forecasting, budget inputs, cost-to-serve analysis, or vendor spend analysis.
• Ability to manage complex cross-functional projects independently while aligning with senior leaders on objectives and decisions.
• Strong process improvement mindset, with experience standardizing workflows and driving measurable operational impact.
• Excellent communication skills, including the ability to turn ambiguous problems into clear plans, tradeoffs, and recommendations.
• Experience in fintech, commerce, SaaS implementation, customer operations, field operations, or scaled services delivery preferred.
• Experience improving workflows and customer outcomes using AI.

Why This Role Matters

As the global onboarding organization scales, strong execution requires more than local management. This role creates the connective tissue across the organization: the metrics, planning discipline, insights, and routines that help leaders make better decisions and teams improve faster. By strengthening the operating system, this role improves seller outcomes, team accountability, and the scalability of Square’s onboarding model.

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning