Head of US Onboarding Operations at Block

<p><span style="font-size: 10pt;">Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.</span><br><br><span style="font-size: 10pt;">So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.</span><br><br><span style="font-size: 10pt;">Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.</span></p> <h1><span style="font-size: 10pt;"><strong>About the Role</strong></span></h1> <p><span style="font-size: 10pt;">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.</span></p> <p><span style="font-size: 10pt;">This role requires broad operational expertise, strong cross-functional influence, and the ability to make high-quality decisions in ambiguous situations. The right candidate can operate independently on significant assignments, build scalable operating mechanisms, and manage leaders responsible for day-to-day execution across a large and complex market.</span></p> <h1><span style="font-size: 10pt;"><strong>What You Will Own</strong></span></h1> <h2><span style="font-size: 10pt;"><strong>US Onboarding Operations</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Own US onboarding execution from post-sale handoff through go-live across applicable seller segments, channels, and delivery models.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Establish operational objectives, work plans, staffing models, and performance requirements for US first-party and vendor-supported teams.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage coverage, scheduling, routing, utilization, quality, escalations, and service-level adherence across US operations.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Drive accountability for US market performance while implementing global onboarding standards and operating cadences.</span></li> </ul> <h2><span style="font-size: 10pt;"><strong>Operational Excellence and Performance</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Improve key metrics including activation, time-to-value, CSAT, SLA adherence, utilization, and cost-to-serve.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Use data, frontline insights, and business reviews to identify risks, root causes, and improvement opportunities.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Lead process redesign, tooling improvements, automation opportunities, and playbook development for US onboarding workflows.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Utilize AI to enhance seller outcomes and improve internal workflows</span></li> </ul> <h2><span style="font-size: 10pt;"><strong>Cross-Functional Leadership</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Partner with Sales, Product, Finance, and regional GTM teams to improve seller onboarding outcomes.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Influence senior stakeholders on priorities, tradeoffs, resource needs, and operational changes affecting US onboarding.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Represent US onboarding operations in cross-functional forums and translate operational data into clear recommendations.</span></li> </ul> <h2><span style="font-size: 10pt;"><strong>Team Leadership</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage multiple teams, managers, or workstreams within US onboarding operations.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Coach and develop operational leaders, raising the bar for judgment, execution, accountability, and seller empathy.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Build a culture of ownership, continuous improvement, and high-quality service delivery across distributed teams.</span></li> </ul> <h1><span style="font-size: 10pt;"><strong>What We Are Looking For</strong></span></h1> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">12+ years of progressive operations leadership experience, ideally in technology, fintech, commerce, SaaS implementation, customer success operations, field operations, or scaled services delivery.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience managing multiple teams or departments with responsibility for staffing, quality, cost, and performance.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong understanding of workforce planning, capacity management, service delivery operations, and performance management.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience leading through subordinate managers and influencing senior cross-functional stakeholders.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong analytical and financial acumen, including KPI management, budget inputs, forecasting, and cost-to-serve improvement.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to operate independently in ambiguous situations while aligning with senior leadership on objectives and outcomes.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience with vendor-supported operations, field teams, remote onboarding, or blended delivery models preferred.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Clear communication, strong judgment, and the ability to gain alignment in sensitive or complex situations.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience improving workflows and customer outcomes using AI</span></li> </ul> <h1><span style="font-size: 10pt;"><strong>Why This Role Matters</strong></span></h1> <p><span style="font-size: 10pt;">Seller onboarding is one of the most important moments in the Square journey. The speed, quality, and consistency of a seller’s first experience directly shape activation, retention, satisfaction, and long-term value. This role helps ensure Square can scale onboarding globally while improving seller outcomes and operating efficiency.</span></p> <p>&nbsp;</p> <p><span style="font-size: 10pt;">We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.&nbsp;<strong>Want to learn more about what we're doing to build a workplace that is fair and square? Check out our</strong>&nbsp;<a href="https://block.xyz/news/inclusion" target="_blank">I+D page</a>.</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>&nbsp;</p> <p>Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.</p> <p>To find a location’s zone designation, please refer to this&nbsp;<a href="https://block.xyz/documents/salaryzones.pdf" target="_blank">resource</a>. If a location of interest is not listed, please speak with a recruiter for additional information.&nbsp;</p> <p>&nbsp;</p></div><div class="title">Zone A:</div><div class="pay-range"><span>$207,400</span><span class="divider">&mdash;</span><span>$311,200 USD</span></div></div><div class="pay-input"><div class="title">Zone B: </div><div class="pay-range"><span>$207,400</span><span class="divider">&mdash;</span><span>$311,200 USD</span></div></div><div class="pay-input"><div class="title">Zone C:</div><div class="pay-range"><span>$207,400</span><span class="divider">&mdash;</span><span>$311,200 USD</span></div></div><div class="pay-input"><div class="title">Zone D:</div><div class="pay-range"><span>$207,400</span><span class="divider">&mdash;</span><span>$311,200 USD</span></div></div></div><div class="content-conclusion"><p><strong>Application Guidelines</strong></p> <p>Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.</p> <p><strong>Use of AI in Our Hiring Process</strong></p> <p>We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.&nbsp;</p> <p>Contact us <a href="https://privacy.block.xyz/privacyportal/form">here</a>&nbsp;with hiring practice or data usage questions.</p> <p><em data-stringify-type="italic">Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering.&nbsp;</em><em data-stringify-type="italic"><a class="c-link c-link--underline" href="https://block.xyz/employee-benefits" target="_blank" data-stringify-link="https://block.xyz/documents/benefits.pdf" data-sk="tooltip_parent">Check out our other benefits at Block.</a></em></p> <p><em>Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people.&nbsp;<strong data-stringify-type="bold">Square</strong>&nbsp;makes commerce and financial services accessible to sellers.&nbsp;<strong data-stringify-type="bold">Cash App</strong>&nbsp;is the easy way to spend, send, and store money.&nbsp;<strong data-stringify-type="bold">Afterpay</strong>&nbsp;is transforming the way customers manage their spending over time.&nbsp;<strong data-stringify-type="bold">TIDAL</strong>&nbsp;is a music platform that empowers artists to thrive as entrepreneurs.&nbsp;<strong data-stringify-type="bold">Bitkey</strong>&nbsp;is a simple self-custody wallet built for bitcoin.&nbsp;<strong data-stringify-type="bold">Proto</strong>&nbsp;is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.</em></p> <p><a href="https://block.xyz/en/legal/applicant-privacy-notice" target="_blank">Privacy Policy</a></p></div>