We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. 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. 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.

The CS Operations team manages both the day-to-day operations of the business (WFM, vendor management, tools and infrastructure), as well as identifying and implementing strategic and operational projects to improve the quality and efficiency of our CS team. We are a data-driven team: data and analytics is central to everything we do and underpins all of the functions mentioned above. The Analytics & Business Operations Lead will manage our analytics and business projects teams, as well as taking overall responsibility for the design and implementation of some of the team’s largest strategic initiatives, such as the transition from Customer Support to Customer Success.

We are looking for a leader who has a strong analytical background with the ability to develop strategy and lead complex cross-functional projects across our 500 person team. 

You will:

• Manage and grow the analytics and business operations teams. Help guide and optimize their work through problem structuring, progress management and communication improvements. Develop their skills and experience through investing time in coaching and identifying and promoting opportunities for growth

• Lead some of our largest strategic projects such as the transition to a revenue-generating model of support; oversee project management, stakeholder management and communications plans

• Own our reporting of KPIs and understanding of the trends and drivers within them. Identify issues we need to understand better and structure deep-dives to uncover actionable insights on them, for example why volumes are trending up, or why drivers of efficiency are trending down

• Deliver key parts of our annual planning, from opportunity identification to enabling resource allocation decisions

• Proactively identify, scope and deliver initiatives to improve the performance of the organization, for example by making changes to call routing or advocate workflows

• Partner with leaders throughout Square to deliver initiatives that improve our interfaces with other teams, for example optimizing the hand-offs between CS and the Risk teams, or sharing tools and best practices between CS and Account Management

You have:

• 8+ years of relevant experience

• Experience managing multiple functions concurrently with at least 5 direct reports

• Extensive understanding of Customer Success metrics, drivers and business practices

• Ability to structure complex problems, drive to data-driven solutions and project-manage their implementation.

• Proven track record of managing relationships and delivering projects in partnership with a wide variety of teams and functions within a medium-large company

• Expertise in statistical analysis, forecasting and modeling, with an interest in new analytical techniques and their applications to improving quality and efficiency.

• Experience with SQL, Python and Looker are strong plusses, excellent Excel skills are essential

• Ability to translate quantitative data into actionable business recommendations and communicate complex data concepts to both senior and junior levels within the organization. Strong written and presentation skills are important

• Familiarity with data engineering concepts, construction and management of data pipelines

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible. #LI-KB1