# Head of US Onboarding Operations

**Company**: Square
**Location**: Bay Area, CA
**Experience**: senior
**Job type**: full-time
**Salary**: $207,400-$311,200 USD
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/block/jobs/5438245008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3580f46b-7d8

## Description

Square is looking for a senior operations leader to own US seller onboarding operations across first-party and vendor-supported delivery motions.

## 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.

## What We Are Looking For

- 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.

## Skills

### Required
- operations leadership
- team management
- performance management
- data analysis
- AI

### Nice to have
- vendor-supported operations
- field teams
- remote onboarding
- blended delivery models

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/block/jobs/5438245008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)