Manager, Partner Operations

Block•Salt Lake, UT

10h

About The Position

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block. Square Financial Services, Inc ("SFS") is Block's bank. We opened in March 2021 and provide lending and FDIC insured deposits services to small businesses on a nationwide basis. The SFS Strategy and Product team enables the bank with modern infrastructure and high-quality services, and is responsible for developing and executing on the Bank's strategic roadmap. We aim to become Block's bank in both name and practice, and focus on empowering the small businesses and consumers served by the Block ecosystem. The Role We are seeking a Manager, Partner Operations to drive the success of our outsourced partnerships supporting Lending Operations. This role will be critical in overseeing external partner performance, ensuring SLA adherence, optimizing workflows, and implementing scalable systems that align with business and compliance requirements. Reporting to the Lending Operations Manager, you will partner with internal teams (Strategy, Compliance, Risk) and external partners to design processes, monitor performance, and drive efficiency. This position is ideal for someone with deep expertise in operational oversight and outsourced team management within the financial services space, particularly in scaling and managing external workflows.

Requirements

5+ years of experience in Financial Services, with specific expertise in Lending Operations or related areas.
Proven track record of managing outsourced team operations, including governance, SLA development, and performance monitoring.
Experienced in designing and optimizing workflows tailored to large-scale, third-party support models.
Strong understanding of compliance and regulatory requirements for consumer lending, with experience ensuring external operations meet legal standards.
Demonstrated ability to interpret and leverage operational data to inform process improvements and optimize performance.
Exceptional communication and stakeholder management skills, with the ability to influence and collaborate across internal teams and external partners.
Highly adaptable and self-driven, thriving in dynamic, fast-paced environments with shifting priorities.

Responsibilities

Act as the primary point of oversight for outsourced partners supporting Lending Operations, ensuring high-quality results aligned with SLAs and KPIs.
Establish governance frameworks, including performance reviews, metric tracking, SLA compliance audits, and escalation protocols.
Collaborate with external teams to develop robust training programs, process documentation, and systems that enable seamless, high-quality performance.
Lead operational reviews, using performance data to identify inefficiencies, implement improvements, and ensure alignment with strategic objectives.
Optimize outsourced processes to deliver consistent results while meeting business goals and staying within budget.
Design and implement scalable workflows specifically for third-party support teams, ensuring they align with business needs, compliance standards, and customer expectations.
Build and oversee tools and reporting frameworks to provide visibility into performance metrics and operational milestones.
Develop processes to adapt outsourced operations for new product launches, evolving business requirements, and regulatory changes.
Ensure third-party workflows meet internal quality standards and deliver an exceptional customer experience through strong process design and review.
Collaborate closely with both internal partners to ensure outsourced processes align with broader business objectives and regulatory requirements.
Act as the go-to liaison between internal stakeholders and external teams, streamlining communication and ensuring coordination across all workstreams.
Facilitate alignment on priorities, workflow changes, and escalations, ensuring successful execution of business objectives