[Hiring] Head of US Onboarding Operations @Block

Role Description

Square is looking for 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 workstreams, and drive measurable improvements in seller activation, time-to-value, service quality, workforce productivity, and cost-to-serve.

What You Will Own

• US Onboarding Operations:
  • Own US onboarding execution from post-sale handoff through go-live across applicable 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.
• Operational Excellence and Performance:
  • Improve key metrics including activation, time-to-value, CSAT, SLA adherence, utilization, and cost-to-serve.
  • Use data, frontline insights, and business reviews 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.
• Cross-Functional Leadership:
  • 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 affecting US onboarding.
  • Represent US onboarding operations in cross-functional forums and translate operational data into clear recommendations.
• Team Leadership:
  • Manage multiple teams, managers, or workstreams within US onboarding operations.
  • Coach and develop operational leaders, raising the bar for judgment, execution, accountability, and seller empathy.
  • Build a culture of ownership, continuous improvement, and high-quality service delivery across distributed teams.

Qualifications

• 12+ years of progressive operations leadership experience, ideally 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 understanding of workforce planning, capacity management, service delivery operations, and performance management.
• Experience leading through subordinate managers and influencing senior cross-functional stakeholders.
• Strong analytical and financial acumen, including KPI management, budget inputs, forecasting, and cost-to-serve improvement.
• Ability to operate independently in ambiguous situations while aligning with senior leadership on objectives and outcomes.
• Experience with vendor-supported operations, field teams, remote onboarding, or blended delivery models preferred.
• Clear communication, strong judgment, and the ability to gain alignment in sensitive or complex situations.
• Experience improving workflows and customer outcomes using AI.

Benefits

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