Global Operations Excellence & Business Operations Lead

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.

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.

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.

About the Role

Square is looking for an experienced operations excellence and business operations leader to build the operating system for global seller onboarding. Reporting to the Head of Global Onboarding Operations, this role will create the metrics, planning processes, reporting cadences, capacity models, and continuous improvement mechanisms that help the onboarding organization scale with discipline.

This role closely partners with Onboarding Operational leaders and is designed to create leverage across the full organization. The right candidate is highly analytical, structured, and action-oriented, with the ability to turn operational complexity into clear plans, dashboards, routines, and recommendations.

What You Will Own

Operating Cadence and Business Management

• Build and run the core operating cadence for global onboarding, including weekly, monthly, and quarterly business reviews.
• Create consistent reporting, decision forums, action tracking, and escalation mechanisms across regions and operating models.
• Partner with leaders to turn strategic priorities into measurable plans, milestones, and execution routines.
• Own the global onboarding KPI framework, including activation, time-to-value, NPS, cost-to-serve, SLA adherence, utilization, and quality.

Planning, Capacity, and Financial Support

• Lead capacity planning and workforce modeling across first-party, vendor, and BPO delivery motions in partnership with regional and partner operations leaders.
• Partner with Finance on budget inputs, forecasts, headcount planning, vendor spend analysis, cost-to-serve models, and ROI assessments.
• Support annual and quarterly planning by translating volume, productivity, service quality, and cost assumptions into operational plans.

Process Improvement and Standardization

• Identify friction in onboarding workflows, handoffs, tooling, data quality, and escalation processes.
• Drive process standardization, playbook development, documentation, and continuous improvement initiatives across regions.
• Partner with Product, Enablement, Analytics, and Operations teams to improve systems, automation, and operational effectiveness.

AI Leadership

• Drive the adoption of AI-enabled workflows across the onboarding organization by identifying high-impact use cases, standardizing best practices, and helping teams apply AI to improve quality, speed, consistency, and operational efficiency.
• Build playbooks, training materials, and operating routines that help onboarding teams use AI effectively for tasks such as knowledge management, call/document summarization, process adherence, quality review, performance insights, and frontline enablement.
• Measure the impact of AI-enabled improvements on onboarding outcomes, including time-to-value, cost-to-serve, team productivity, seller experience, quality, and consistency; use findings to scale what works across regions and delivery models.

What We Are Looking For

• 8+ years of relevant experience with a Master’s degree, 12+ years with a Bachelor’s degree, or equivalent experience in operations, business operations, strategy and operations, workforce planning, analytics, or operational excellence.
• Experience building operating cadences, dashboards, planning processes, KPI frameworks, and performance management routines.
• Strong analytical skills and comfort working with operational, financial, workforce, and performance data.
• Experience with capacity planning, forecasting, budget inputs, cost-to-serve analysis, or vendor spend analysis.
• Ability to manage complex cross-functional projects independently while aligning with senior leaders on objectives and decisions.
• Strong process improvement mindset, with experience standardizing workflows and driving measurable operational impact.
• Excellent communication skills, including the ability to turn ambiguous problems into clear plans, tradeoffs, and recommendations.
• Experience in fintech, commerce, SaaS implementation, customer operations, field operations, or scaled services delivery preferred.
• Experience improving workflows and customer outcomes using AI

Why This Role Matters

As the global onboarding organization scales, strong execution requires more than local management. This role creates the connective tissue across the organization: the metrics, planning discipline, insights, and routines that help leaders make better decisions and teams improve faster. By strengthening the operating system, this role improves seller outcomes, team accountability, and the scalability of Square’s onboarding model.

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. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.