Global Operations Excellence & Business Operations Lead

Block•San Francisco, CA

10h•$123,400 - $223,100•Remote

About The Position

Square is seeking an experienced operations excellence and business operations leader to establish the operating system for global seller onboarding. This role will report to the Head of Global Onboarding Operations and will be responsible for developing metrics, planning processes, reporting cadences, capacity models, and continuous improvement mechanisms to support the disciplined scaling of the onboarding organization. The position requires close collaboration with Onboarding Operational leaders to create organizational leverage. The ideal candidate will be highly analytical, structured, and action-oriented, capable of translating operational complexity into clear plans, dashboards, routines, and recommendations.

Requirements

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.
Proven experience in 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 independently manage complex cross-functional projects while aligning with senior leaders on objectives and decisions.
Strong process improvement mindset with experience in standardizing workflows and driving measurable operational impact.
Excellent communication skills, with the ability to translate ambiguous problems into clear plans, tradeoffs, and recommendations.
Experience improving workflows and customer outcomes using AI.

Nice To Haves

Experience in fintech, commerce, SaaS implementation, customer operations, field operations, or scaled services delivery.

Responsibilities

Build and manage the core operating cadence for global onboarding, including weekly, monthly, and quarterly business reviews.
Establish consistent reporting, decision forums, action tracking, and escalation mechanisms across regions and operating models.
Collaborate with leaders to translate strategic priorities into measurable plans, milestones, and execution routines.
Oversee the global onboarding KPI framework, encompassing activation, time-to-value, NPS, cost-to-serve, SLA adherence, utilization, and quality.
Lead capacity planning and workforce modeling for first-party, vendor, and BPO delivery models in conjunction 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 converting volume, productivity, service quality, and cost assumptions into operational plans.
Identify and address friction points in onboarding workflows, handoffs, tooling, data quality, and escalation processes.
Drive process standardization, playbook development, documentation, and continuous improvement initiatives across regions.
Collaborate with Product, Enablement, Analytics, and Operations teams to enhance systems, automation, and operational effectiveness.
Champion the adoption of AI-enabled workflows within the onboarding organization by identifying high-impact use cases, standardizing best practices, and guiding teams in applying AI to improve quality, speed, consistency, and operational efficiency.
Develop playbooks, training materials, and operating routines to enable onboarding teams to effectively use AI for tasks such as knowledge management, summarization, process adherence, quality review, performance insights, and frontline enablement.
Measure the impact of AI-driven improvements on onboarding outcomes, including time-to-value, cost-to-serve, team productivity, seller experience, quality, and consistency, and use these findings to scale successful approaches across regions and delivery models.