Head of Global External Workforce & Partner Strategy

Block•Bay Area, CA, United States of America, CA

3d•$207,400 - $311,200•Remote

About The Position

Square is looking for a senior operations leader to define and manage the global external workforce and partner strategy for seller onboarding. Reporting to the Head of Global Onboarding Operations, this leader will own the operating model for third-party service providers, vendors, and BPO partners, ensuring that external delivery capacity improves seller outcomes while scaling efficiently and responsibly. This role sits at the intersection of operations, workforce strategy, vendor governance, finance, procurement, legal, and regional execution. 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.

Requirements

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

Responsibilities

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.
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.
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.
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.
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.