Head of L&D, Account Management

  • San Francisco, CA
  • Employees can work remotely
  • Full-time
  • Alternate Location: New York, United States

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

The Global Account Management Learning & Development team ensures that Account Managers have the knowledge necessary to succeed in their role. Our focus areas include new hire on-boarding, product training, skill development, internal communications, employee experience, change management, performance support, and leadership coaching.

Job Summary

In this role you’ll directly manage L&D employees while crafting and owning the strategic vision of the L&D program. We are seeking a highly motivated and resourceful leader who can develop and run an L&D program autonomously. If you are a seasoned expert in L&D, have a strong background in leadership, and are obsessed with delivering masterful learning solutions, this may be the job for you. 

Responsibilities

  • Develop and own Account Management L&D’s:

    • Purpose and scope

    • Structure and responsibilities by role

    • Long term strategic vision

    • Methodology for proactively planning knowledge project roadmap

    • Methodology for reactively serving knowledge requests

    • Methodology for prioritizing work

    • Methodology for selecting learning approach for each project

    • Capacity planning and work distribution

    • Project management and status reporting of team deliverables

  • Ability to manage a high volume of team projects and requests, organizing owners and deadlines

  • People management of 6+ L&D roles, supporting ~200 global Account Managers

  • Educate partner teams on when and how to leverage Account Management L&D

  • Build relationships with partner teams throughout Square to facilitate L&D content

  • Set goals for L&D team, at both team and project level

  • Report on L&D team’s impact quantitatively, at both team and project level

  • Craft hiring recommendations for needed L&D resources, using quantitative rationale

  • Scale the team, focusing on areas with proven impact

  • Potential to lead managers as team grows

 

Qualifications

Key qualifications:

  • 2+ years leading an L&D program for Sales or Customer Success

  • 4+ years of people management

  • 6+ years of L&D experience

Additional qualifications:

  • Exposure to instructional design, change management, knowledge content management, and go-to-market launch training

  • Experience building teams or processes

  • Experience in a fast-paced, lean startup or tech environment

  • Experience effectively influencing and communicating cross-functionally

  • Proficient in Learning Management Systems (LMS)

  • Excellent written and verbal communication

  • Operational mindset to quantitatively plan work, craft goals, and report impact

  • Ability to solve problems creatively and autonomously, pulling in consultants and stakeholders for guidance and sign off 

  • Proven navigation of ambiguity

  • A passion for empowering the adult learner

  • A passion for Square and ensuring an excellent customer experience

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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