[Hiring] Head of International Onboarding Operations @Block

Role Description

Square is looking for a senior operations leader to own onboarding operations across international markets, initially including Australia and Europe. Reporting to the Head of Global Onboarding Operations, this leader will translate global onboarding strategy into market-specific operating plans, manage regional teams and partners, and improve seller outcomes across diverse geographies and service models.

This role requires the ability to balance global consistency with local market needs. The right candidate can coordinate across regions, influence senior stakeholders, manage multiple teams or departments, and drive operational improvements in environments with varied market maturity, seller needs, regulatory considerations, and partner ecosystems.

What You Will Own

• International Onboarding Operations
  • Own onboarding execution across assigned international markets from post-sale handoff through seller go-live.
  • Manage EU/UK and APAC first-party and vendor-supported onboarding operations, including staffing, coverage, quality, and service-level performance.
  • Establish regional objectives, work plans, and performance expectations aligned to global onboarding strategy.
  • Ensure operating models are localized appropriately while maintaining consistent global standards.
• Regional Scaling and Market Readiness
  • Develop repeatable playbooks for market launches, service model changes, regional expansion, and localization of onboarding delivery.
  • Identify regional risks, dependencies, and constraints, and drive mitigation plans across internal and external teams.
  • Partner with global workforce and partner strategy leaders to determine the right labor mix by market.
• Operational Excellence and Performance
  • Improve regional metrics including seller activation, time-to-value, SLA adherence, utilization, and cost-to-serve.
  • Use business reviews, dashboards, and local insights to drive performance improvements and resource allocation recommendations.
  • Standardize regional workflows, escalation paths, training needs, and quality mechanisms where appropriate.
  • Utilize AI to enhance seller outcomes and improve internal workflows.
• Cross-Functional Leadership
  • Partner with regional Sales, Product, Finance, Legal/Compliance, and GTM teams.
  • Influence senior stakeholders on operational tradeoffs across seller experience, cost, speed, local complexity, and scalability.
  • Represent international onboarding operations in senior forums and communicate regional needs clearly to global leadership.
• Team Leadership
  • Manage activities of multiple regional teams, managers, or departments.
  • Develop regional leaders and build a culture of accountability, ownership, and continuous improvement.
  • Create consistent expectations for performance, seller empathy, and operational discipline across distributed markets.

Qualifications

• 12+ years of progressive operations leadership experience, ideally with multi-market, international, or regional operations scope.
• Experience managing distributed teams across multiple geographies, channels, or service models.
• Ability to balance global standards with local market realities and influence stakeholders across regions.
• Experience managing first-party and vendor-supported operations, including performance management and service quality.
• Strong analytical and financial acumen, including capacity planning, KPI management, budget inputs, and cost-to-serve analysis.
• Ability to operate independently on significant assignments and make sound decisions through ambiguity.
• Experience with market launches, localization, international expansion, or regional transformation preferred.
• Strong communication skills and the ability to gain acceptance from senior stakeholders in sensitive situations.
• Experience improving workflows and customer outcomes using AI.

Why This Role Matters

Seller onboarding is one of the most important moments in the Square journey. The speed, quality, and consistency of a seller’s first experience directly shape activation, retention, satisfaction, and long-term value. This role helps ensure Square can scale onboarding globally while improving seller outcomes and operating efficiency.

Application Guidelines

Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Benefits

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