Global Operations Excellence Lead

Job not on LinkedIn

🔥 12 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $123.4k - $223.1k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1990

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Block is a technology company that aims to increase access to the global economy through its various brands. Square provides commerce and financial services designed for sellers, while Cash App offers an easy platform for spending, sending, and storing money. Afterpay allows customers to manage their spending over time. Additionally, TIDAL empowers artists by providing them with tools for entrepreneurship, and Bitkey and Proto focus on bitcoin and related services. Together, these services contribute to building an open financial system accessible to everyone.

📋 Description

• Build and run the core operating cadence for global onboarding, including weekly, monthly, and quarterly business reviews • Create consistent reporting, decision forums, action tracking, and escalation mechanisms across regions and operating models • Partner with leaders to turn strategic priorities into measurable plans, milestones, and execution routines • Own the global onboarding KPI framework, including activation, time-to-value, NPS, cost-to-serve, SLA adherence, utilization, and quality • Lead capacity planning and workforce modeling across first-party, vendor, and BPO delivery motions • Partner with Finance on budget inputs, forecasts, headcount planning, vendor spend analysis, cost-to-serve models, and ROI assessments • Support annual and quarterly planning by translating volume, productivity, service quality, and cost assumptions into operational plans • Identify friction in onboarding workflows, handoffs, tooling, data quality, and escalation processes • Drive process standardization, playbook development, documentation, and continuous improvement initiatives across regions • Partner with Product, Enablement, Analytics, and Operations teams to improve systems, automation, and operational effectiveness • Drive adoption of AI-enabled workflows across onboarding by identifying use cases, standardizing best practices, and helping teams apply AI to improve quality, speed, consistency, and efficiency • Build AI playbooks, training materials, and operating routines for knowledge management, call/document summarization, process adherence, quality review, performance insights, and frontline enablement • Measure AI-enabled improvements across time-to-value, cost-to-serve, productivity, seller experience, quality, and consistency, and scale successful approaches

🎯 Requirements

• 8+ years of relevant experience with a Master’s degree, 12+ years with a Bachelor’s degree, or equivalent experience in operations, business operations, strategy and operations, workforce planning, analytics, or operational excellence • Experience building operating cadences, dashboards, planning processes, KPI frameworks, and performance management routines • Strong analytical skills and comfort working with operational, financial, workforce, and performance data • Experience with capacity planning, forecasting, budget inputs, cost-to-serve analysis, or vendor spend analysis • Ability to manage complex cross-functional projects independently while aligning with senior leaders on objectives and decisions • Strong process improvement mindset, with experience standardizing workflows and driving measurable operational impact • Excellent communication skills, including the ability to turn ambiguous problems into clear plans, tradeoffs, and recommendations • Experience in fintech, commerce, SaaS implementation, customer operations, field operations, or scaled services delivery preferred • Experience improving workflows and customer outcomes using AI

🏖️ Benefits

• Remote work • Medical insurance • Flexible time off • Retirement savings plans • Modern family planning • Reasonable accommodations throughout the recruitment process

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