Business Operations Associate

  • Full-time

Company Description

We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. And make it easier for customers to shop and pay at their favorite businesses. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

Square is looking for a Business Operations Associate to join the Customer Support operations team. The operations team builds the strategy, infrastructure, processes, and tools which maximize customer happiness, team happiness, and operational efficiency. We are looking for candidates who are passionate about both the strategy and execution of improving internal and external customer experience.

You will take responsibility for driving operational quality and efficiency projects from inception to delivery. The role is analytical (modeling, forecasting, optimization) and there is enormous opportunity to be proactive about identifying new opportunities, and developing innovative insights from Square’s data. This role will work with cross-functional teams to guide implementation and execution of strategic plans
and you will be expected to collaborate with key stakeholders (including presenting to COO/CFO) to ensure the realization of your strategic recommendations through project management.

The successful candidate will possess a wide range of skills from strong analytical problem-solving to experience managing complex operational projects and finally delivering results cross-functionally. Ideally, this person will have recently worked at a top-tier management consultancy, or within operations/analytics within tech companies.

Qualifications

You will:
  • Seek out, assess and recommend new opportunities for support such as offering new channels or extending support to new groups, products, locations etc.
  • Perform deep dive analytics on high-impact topics such as the drivers of Supporter performance and make recommendations based on your analysis (such as changes to training or benefits policies)
  • Develop improvements in our supply/demand forecasting model through analysis of drivers and development and testing of new models
  • Optimize and manage the call flow/routing system via customer segmentation, predictive analytics
  • Establish quantitative relationships between key drivers and outputs in customer support (for example: handle time and customer satisfaction) to enable opportunity sizing and cost efficiency optimization
  • Drive process improvements, best-practice sharing, and standardization across global operations processes
  • Develop new ways to measure and estimate key metrics more accurately
  • Lead and participate in cross-functional projects, providing advice and direction to people who are not reports, in addition to influencing decisions
  • Present key results and recommendations to senior management via verbal, email and presentation media

You have:

  • End-to-end problem solving skill set, from structuring a complex problem through to developing actionable recommendations and working with other teams to get solutions implemented
  • 3+ years of operations and/or analytics experience, ideally in support, biz ops or consulting
  • MBA preferred but not required; Bachelor's degree is a must with a major in analytical or technical field preferred
  • Must be strong in quantitative analysis, forecasting and logical reasoning skills: excellent with both Microsoft Excel and SQL, comfortable with statistics and AB testing
  • Experience with visualization tools (Tableau, Amplitude), and scripting/programming languages (Python, Ruby) is a plus but not required
  • Creativity and a can-do attitude to overcome any obstacle and get things done
  • Ability to prioritize incoming requests and good sense of when it is appropriate to 80/20
  • Strong communication skills and ability to build relationships and to work collaboratively across functions including product, marketing, analytics, engineering

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Privacy Policy