Global Operations Excellence & Business Operations Lead

<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 an experienced operations excellence and business operations leader to build the operating system for global seller onboarding. Reporting to the Head of Global Onboarding Operations, this role will create the metrics, planning processes, reporting cadences, capacity models, and continuous improvement mechanisms that help the onboarding organization scale with discipline.</span></p> <p><span style="font-size: 10pt;">This role closely partners with Onboarding Operational leaders and is designed to create leverage across the full organization. The right candidate is highly analytical, structured, and action-oriented, with the ability to turn operational complexity into clear plans, dashboards, routines, and recommendations.</span></p> <h1><span style="font-size: 10pt;"><strong>What You Will Own</strong></span></h1> <h2><span style="font-size: 10pt;"><strong>Operating Cadence and Business Management</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Build and run the core operating cadence for global onboarding, including weekly, monthly, and quarterly business reviews.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Create consistent reporting, decision forums, action tracking, and escalation mechanisms across regions and operating models.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Partner with leaders to turn strategic priorities into measurable plans, milestones, and execution routines.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Own the global onboarding KPI framework, including activation, time-to-value, NPS, cost-to-serve, SLA adherence, utilization, and quality.</span></li> </ul> <h2><span style="font-size: 10pt;"><strong>Planning, Capacity, and Financial Support</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Lead capacity planning and workforce modeling across first-party, vendor, and BPO delivery motions in partnership with regional and partner operations leaders.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Partner with Finance on budget inputs, forecasts, headcount planning, vendor spend analysis, cost-to-serve models, and ROI assessments.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Support annual and quarterly planning by translating volume, productivity, service quality, and cost assumptions into operational plans.</span></li> </ul> <h2><span style="font-size: 10pt;"><strong>Process Improvement and Standardization</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Identify friction in onboarding workflows, handoffs, tooling, data quality, and escalation processes.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Drive process standardization, playbook development, documentation, and continuous improvement initiatives across regions.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Partner with Product, Enablement, Analytics, and Operations teams to improve systems, automation, and operational effectiveness.</span></li> </ul> <h2><span style="font-size: 10pt;"><strong>AI Leadership</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Drive the adoption of AI-enabled workflows across the onboarding organization by identifying high-impact use cases, standardizing best practices, and helping teams apply AI to improve quality, speed, consistency, and operational efficiency.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Build playbooks, training materials, and operating routines that help onboarding teams use AI effectively for tasks such as knowledge management, call/document summar