Square Banking Operations Program Manager, Customer Success

  • San Francisco, CA, United States
  • Employees can work remotely
  • Full-time

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

The Square Banking Operations team is committed to promoting the smooth running of our organization on a daily basis.  As a Program Manager of the Customer Success function for the Square Banking Operations team, you’ll work cross functionally — within Square Banking, with the broader Square Customer Success organization, and beyond — to build the global mission of best in class service for our Banking customers. You have strong collaboration skills, can connect the dots between our needs and technology solutions, and are passionate about process optimization and new technologies. We are looking for someone to create a framework for measuring our Square Banking Customer Success teams and assist them in delivering outstanding results through our

Specifically, you will:

  • Gather and organize information on Square Banking’s largest opportunities for improved efficiency and quality of service as it relates to Customer Success; develop project plans with clear scope and deliverables across all impacted functional areas. You’ll play a large part in helping us further establish and work on our global strategy.

  • Develop deep, mutually-beneficial working relationships with several partners, including: product, engineering, data science, and Square Financial Services teams. You’ll make sure that roadmaps — on all sides — are prioritized appropriately, and that all teams are in lock step with one another.

  • Oversee the measurement of productivity for the Customer Success organization to uphold Square Banking standards of excellence.

  • Manage the Global Square Banking Complaints program and deliverables.

Qualifications

  • 5 or more years of work experience, with a proven track record of working towards successful projects.

  • Experience documenting cross-functional business and technical requirements (i.e. writing Product Requirements Documents) in a consolidated matter--ready for project execution.

  • Excellent soft skills and written skills, catered towards a variety of partner functions. You’re able to clearly and concisely communicate an idea, or overall project/ program status.

  • Track record of igniting change across organizations through partnership with key stakeholders.  

  • Be highly proactive and organized, capable of effectively managing several projects and ruthlessly prioritizing.

  • You can 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.

  • Self-starter who takes the initiative to get things done and drive internal changes

  • Analytical mindset and familiarity with Excel, SQL and Looker is not necessary, but a plus!

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. Block 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. 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, 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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

Privacy Policy