Senior Information Architect, Seller Experience

  • Los Angeles, CA, United States
  • Employees can work remotely
  • Full-time
  • Alternate Location: Chicago, United States

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. 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 in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

The Seller Experience team is the glue of our product ecosystem. We are the team that thinks outside of individual products and focuses on the entire experience a seller has in evaluating, signing up for, and using Square. The Seller Experience team is responsible for many of the shared surface areas and platforms that Square's products feed into, such as our public website (square.com), sign-up and onboarding flows, dashboard, setup guides, support channels, and chatbots. We build and pave the sellers' path to getting value from our vast ecosystem of products and services. Our mission is to unify, personalize, and support seller experiences across Square.

We are looking for a Senior Information Architect to join the Seller Experience team. As a senior partner with design and product, you’ll increase findability, comprehension, engagement, support, and retention for our sellers as they navigate our ecosystem of products and services. 

You’ll work across multiple touch points and surfaces to create consistency and usability in content organization, navigational hierarchy, naming, and wayfinding across Square, providing value to our external sellers and clarity for our internal product owners. In short, we’re looking for someone who embraces complexity, identifies patterns, and creates simplicity.
 

You will:

  • Audit, assess, and inventory current user-facing information structures across multiple platforms and surfaces, including public web pages, onboarding, Square Dashboard, support queues, Seller Community, and Support Center

  • Develop, propose, and implement intuitive user-facing solutions that provide consistency across our ecosystem for product recognition, value, compatibility, pricing, and support

  • Create and maintain an information architecture that leads with “jobs to be done” from a seller perspective, including navigation/wayfinding, product adoption, setup, issue resolution, and seller growth 

  • Act from a human-centered design perspective, understanding UX fundamentals of product design, content design, and user research 

  • Develop and share taxonomies, metadata models, and classification schemas that internally unify siloed product, operations, and content teams

  • Collaborate with design and product leaders across the company as an advocate for unified, seamless user experiences based on sound, research-informed information architecture principles

  • Solicit and apply metrics, data, design research, user testing, customer support insights, and more to inform your decisions

  • Establish an ongoing process for managing and growing a sophisticated and flexible IA that adjusts to varying cycles, user demands, and our needs

Qualifications

You have:

  • 7+ years of experience in information architecture, information design, content strategy, or product design with a focus on IA

  • Strong writing and language skills, with an understanding of language models, taxonomies, linguistic principles, and AI/ML-driven conversations

  • Experience winning the trust, confidence, and commitment of senior leaders and influence their thinking

  • Experience  balancing the demands of delivery projects with the need to maintain the integrity of target information architecture

  • Deep familiarity with process cycles for product, design, operations, content, and tech teams

  • Working knowledge of common project management tools (Asana, G Suite, etc.)

  • Demonstrated skill in working across multiple concurrent workstreams

#LI-Remote

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $202,500 - USD $247,500
Zone B: USD $192,400 - USD $235,200
Zone C: USD $182,300 - USD $222,800
Zone D: USD $172,200 - USD $210,400

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

  • Healthcare coverage
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits 
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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.

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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