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.