Business Operations Manager, Customer Success

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

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 Global Business Operations & Strategy organization consists of four strategic teams: Workforce & Partner Operations; Data Engineering & Analytics, Program Management & Infrastructure; Learning and Development; and Quality Assurance. These teams are responsible for:

Overseeing and improving Square Global Customer Support Operations; inclusive of managing tools, infrastructure, and systems, improving processes, and capitalizing on other opportunities to increase effectiveness and efficiency.

Determining the standards for productivity, quality, and customer service level agreements. Leading projects end-to-end aimed at increasing quality and efficiency at the Advocate and organizational level.

Gathering and summarizing relevant data, suggesting improvements in tools and systems - subsequently delegating and overseeing project/program completion.

Developing metrics to measure the growth and performance of the team. Providing in-depth reporting and analysis to senior leaders at Square on a regular basis with a focus on customer experience, quality, and workforce management.

Coordinating and managing the development and implementation of key support workflows (and underlying infrastructure) to ensure the team achieves high-quality results while accomplishing service level targets

Managing third-party vendor programs, including KPIs, service performance, and relationship management.

Providing learning solutions, coaching, and ongoing development to the Global CS organization

Providing feedback and guidance to Advocates and Leads on ways to improve the provided experience

We are looking for someone with exceptional organizational and people skills, who will report to our Head of Data Engineering and Analytics, Program Management and Infrastructure Management, and will provide critical support to ensure the success of the entire Operations organization.

Key Responsibilities:

  • Manage Leadership team processes, including weekly / monthly / quarterly meeting agenda setting, content preparation, action captures and follow up.

  • Supporting the Operations leadership team with presentations, reports, internal communications, research, facilitation, decision support, engagement, annual planning & budgeting, and goal setting.

  • Supporting the Operations leadership team in managing Governance processes and frameworks.

  • Tactically supporting the Operations leadership team and their initiatives as an influencer, organizer and a hands-on contributor, including planning and hosting events. 

  • Communicating at the executive level and cross-functionally to drive culture, collaboration, and successful outcomes.

Qualifications

You have:

 

  • 4+ years as a project manager, coordinator, or similar role.

  • Practical experience crafting communications, internal documentation and presentations. 

  • The ability to organize & run internal meetings, navigate complex schedules, and to facilitate prioritization and governance across an executive leadership team. 

  • Demonstrated experience working with executives and cross-functionally across the organization.

  • A personality that thrives handling multiple competing priorities and excels at organization and delivering against deadlines.

  • A passion for handling a wide variety of tasks (“wearing multiple hats”); from performing research, to supporting hiring, to creating content to pitch an idea, to editing a deck for just the right words to support a specific narrative.

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, 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

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.

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