Head of US Onboarding Operations

About the Role

<p><span style="font-size: 10pt;">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.</span><br><br><span style="font-size: 10pt;">So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, 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.</span><br><br><span style="font-size: 10pt;">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.</span></p> <h1><span style="font-size: 10pt;"><strong>About the Role</strong></span></h1> <p><span style="font-size: 10pt;">Square is looking for a senior operations leader to own US seller onboarding operations across first-party and vendor-supported delivery motions. Reporting to the Head of Global Onboarding Operations, this leader will translate global onboarding strategy into US operating plans, manage multiple teams and workstreams, and drive measurable improvements in seller activation, time-to-value, service quality, workforce productivity, and cost-to-serve.</span></p> <p><span style="font-size: 10pt;">This role requires broad operational expertise, strong cross-functional influence, and the ability to make high-quality decisions in ambiguous situations. The right candidate can operate independently on significant assignments, build scalable operating mechanisms, and manage leaders responsible for day-to-day execution across a large and complex market.</span></p> <h1><span style="font-size: 10pt;"><strong>What You Will Own</strong></span></h1> <h2><span style="font-size: 10pt;"><strong>US Onboarding Operations</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Own US onboarding execution from post-sale handoff through go-live across applicable seller segments, channels, and delivery models.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Establish operational objectives, work plans, staffing models, and performance requirements for US first-party and vendor-supported teams.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage coverage, scheduling, routing, utilization, quality, escalations, and service-level adherence across US operations.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Drive accountability for US market performance while implementing global onboarding standards and operating cadences.</span></li> </ul> <h2><span style="font-size: 10pt;"><strong>Operational Excellence and Performance</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Improve key metrics including activation, time-to-value, CSAT, SLA adherence, utilization, and cost-to-serve.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Use data, frontline insights, and business reviews to identify risks, root causes, and improvement opportunities.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Lead process redesign, tooling improvements, automation opportunities, and playbook developme