Operations Infrastructure Lead, Customer Success

  • 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 Program Management and Infrastructure team ensures the efficient running of the Customer Success organization on a daily basis. With offices in the US, Canada, Japan, Ireland, Australia, Poland, Taiwan, and Guatemala, we improve both quality of output and cost efficiency of the global organization, while also ensuring execution of essential strategic projects for the growing Customer Success team. As an Operations Infrastructure Manager, you'll work cross functionally — with other Customer Success teams, with systems and engineering teams, and beyond — to build towards the global vision of CS. You will report to the Head of Program Management & Infrastructure for Customer Success.

Specifically, you will:

  • Manage a team of Operations Infrastructure Managers who are responsible for designing, documenting and building on essential strategic system/infrastructure programs to propel the CS organization towards realizing our global vision and strategy.
  • Become an expert on our business processes and technology platforms ecosystem; propose wide-sweeping improvements to our infrastructure/tools suite through automation and redesign.
  • Ensure smooth operations of the global CS population regarding our tools and infrastructure suite. Work with our systems, engineering, and technology partners to refine our governance/operating model, holding each team accountable for system uptime (measurement and timely reporting) and delivery of new capabilities.
  • Provide leadership oversight to ensure that – across all of the programs we're working on throughout the organization and with our cross-functional stakeholders – we are prioritizing our work and resources effectively, measuring impact, and delivering results.

Qualifications

You have:

  • 5+ years of experience in technical project/program management; 2+ years of experience building and managing a team
  • The ability to establish and run a governance model across multiple cross-functional stakeholders (including engineering organizations)
  • Experience documenting business and technical requirements (i.e. writing Product Requirements Documents) – ready for project execution.
  • Presentation skills, catered towards a variety of stakeholder functions. You're able to clearly and concisely communicate an idea and its impact.
  • The ability to manage multiple projects simultaneously, often with competing resources.
  • A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You find creative ways to use the full potential of our existing tools, and advocate for novel solutions.
  • The ability to analyze data to identify the largest strategic opportunities for the organization. Be able to use data-driven insights to provide high-impact recommendations. 
  • Experience with Salesforce, Amazon Web Services, JIRA, SQL and Looker is a huge plus!

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. 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.

Perks

At Square, 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

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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