Description
Square is looking for a senior operations leader to define and manage the global external workforce and partner strategy for seller onboarding.
The right candidate can evaluate complex build-vs-buy tradeoffs, establish global partner standards, influence senior stakeholders, and create governance mechanisms that improve quality, cost, consistency, and scalability across markets.
What You Will Own
External Workforce Strategy
- Develop and maintain the global strategy for vendors, third-party service providers, and BPO partners supporting seller onboarding.
- Partner with regional operations leaders to determine the right labor mix by market, seller segment, service tier, and business need.
- Lead build-vs-buy analyses and recommend when work should be handled by first-party teams, vendors, BPO, partners, or self-serve models.
- Create scalable frameworks for external workforce footprint, capacity, quality, cost, and market coverage.
Partner Governance and Performance
- Establish global SLA frameworks, scorecards, quality standards, business review cadences, and escalation mechanisms for external partners.
- Hold vendors and BPO partners accountable for operational performance, seller experience, compliance with standards, and continuous improvement.
- Partner with Procurement, Legal, Finance, and regional teams on contracts, renewals, pricing structures, and commercial terms.
BPO and Vendor Operating Model
- Oversee the operating model for BPO and vendor-supported onboarding work, including role clarity, performance expectations, enablement, quality assurance, and escalation paths.
- Ensure partner operations are integrated with Square’s broader onboarding workflows, data, tooling, and seller experience standards.
- Identify opportunities to improve partner productivity, reduce cost-to-serve, and increase consistency across geographies.
Cross-Functional Leadership
- Influence senior leaders across Sales, Finance, Procurement, Legal, and regional teams.
- Translate external workforce performance and market needs into strategic recommendations for investment, partner selection, and operating model changes.
- Navigate sensitive partner and stakeholder situations while maintaining strong internal and external relationships.
Team Leadership
- Manage partner operations managers, BPO leaders, vendor managers, or related teams as the organization evolves.
- Develop leaders and build a culture of accountability, commercial rigor, operational discipline, and seller-focused execution.
What We Are Looking For
- 12+ years of progressive operations, vendor management, partner operations, BPO, procurement-adjacent, or workforce strategy experience.
- Deep experience managing third-party providers, BPOs, vendors, or outsourced service delivery at scale.
- Strong understanding of SLAs, partner governance, quality assurance, operational scorecards, and business review mechanisms.
- Experience making build-vs-buy recommendations and managing tradeoffs across quality, cost, speed, scalability, and risk.
- Strong financial and analytical acumen, including cost modeling, vendor spend management, ROI analysis, and capacity planning.
- Ability to influence senior stakeholders across several functional areas and gain alignment in complex or sensitive situations.
- Experience in fintech, commerce, SaaS implementation, customer operations, field services, or scaled services delivery preferred.
- Clear communication, strong judgment, and comfort operating independently on significant strategic assignments.
- Experience improving workflows and customer outcomes using AI