# Head of Self-Service Onboarding, Sales **Company**: Block, Inc. **Location**: Bay Area, CA **Experience**: senior **Job type**: full-time **Salary**: Zone A:$207,400-$311,200 USD Zone B: $207,400-$311,200 USD Zone C:$207,400-$311,200 USD Zone D:$207,400-$311,200 USD **Category**: Sales **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/block/jobs/5438251008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_06567cc8-1a4 ## Description We are looking for an expert in customer education and digital onboarding to build self-service learning programs that help sellers start transacting with confidence on Square. You will develop the content, learning modules, and programs that support a high-velocity sales organization serving sellers with different needs, experience levels, and business types. Responsibilities: - Build self-service learning programs - Define the learning strategy for seller onboarding, connecting seller needs with clear learning objectives, content, and measures of success. - Design and launch modular learning paths, short-form videos, interactive tutorials, setup guides, webinars, and on-demand courses. - Adapt learning paths to different business types, products, roles, and levels of technical experience. - Stay close to the work: develop outlines, scripts, storyboards, and sample modules while guiding contributors and production partners. - Shape the self-service onboarding portal - Guide product and operational decisions for a portal that brings onboarding guidance, learning resources, and progress tracking into one experience. - Translate seller research and learning needs into requirements for navigation, content discovery, guided setup, and personalized recommendations. - Partner with Product, Design, and Engineering to prioritize features, evaluate tradeoffs, test prototypes, and launch improvements. - Define how sellers move between independent learning, live education, and assisted onboarding when they need additional help. - Establish ownership for publishing, maintaining, and improving the portal after launch. - Connect learning to the sales and onboarding journey - Design programs for a high-volume sales environment, where sellers need timely guidance without relying on one-to-one training. - Partner with Sales and Onboarding to introduce relevant learning at the right moments, from purchase through setup and first use. - Develop recommendations, communications, and reminders that help sellers start learning, complete key tasks, and stay on track. - Build scalable live training programs, including webinars and group sessions that complement on-demand content. - Measure and improve outcomes - Define success beyond content views and course completion: measure setup progress, time to first use, product adoption, seller confidence, and demand for assisted support. - Use learning analytics, seller research, support questions, and experiments to identify where sellers get stuck. - Test and improve content formats, learning paths, and portal experiences based on evidence. - Evaluate AI-assisted guidance and content tools that improve learning and production efficiency, with clear standards for accuracy, privacy, and human review. Requirements: - Extensive experience building customer education, digital learning, or self-service onboarding programs at scale, ideally supporting a high-velocity sales organization. - A track record of taking customer-facing learning programs from concept to launch and demonstrating improvements in onboarding or product adoption. - Deep expertise in instructional design, adult learning, curriculum development, and task-based learning. - Hands-on experience producing modular courses, video tutorials, interactive learning, webinars, and written guidance. - Experience with learning management systems, digital authoring tools, content management platforms, and learning analytics. - Strong product judgment and experience partnering with Product, Design, and Engineering on customer-facing portals or digital learning experiences. - Experience building content production and maintenance processes, including quality review, accessibility, localization, and version control. - Analytical skills and the ability to connect learning engagement with customer behavior and business outcomes. - Strong writing and storytelling skills, with the ability to make complex concepts clear and actionable. - The ability to lead complex programs across teams without direct reporting authority, make decisions independently, and align senior stakeholders. ## Skills ### Required - instructional design - adult learning - curriculum development - task-based learning - learning management systems - digital authoring tools - content management platforms - learning analytics - product judgment --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/block/jobs/5438251008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)