Head of US Onboarding Operations

🔥 3 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $207.4k - $311.2k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Own US onboarding execution from post-sale handoff through go-live across applicable seller segments, channels, and delivery models • Establish operational objectives, work plans, staffing models, and performance requirements for US first-party and vendor-supported teams • Manage coverage, scheduling, routing, utilization, quality, escalations, and service-level adherence across US operations • Drive accountability for US market performance while implementing global onboarding standards and operating cadences • Improve activation, time-to-value, CSAT, SLA adherence, utilization, and cost-to-serve • Use data, frontline insights, and business reviews to identify risks, root causes, and improvement opportunities • Lead process redesign, tooling improvements, automation opportunities, and playbook development for US onboarding workflows • Utilize AI to enhance seller outcomes and improve internal workflows • Partner with Sales, Product, Finance, and regional GTM teams • Influence senior stakeholders on priorities, tradeoffs, resource needs, and operational changes • Represent US onboarding operations in cross-functional forums and translate operational data into recommendations • Manage multiple teams, managers, or workstreams within US onboarding operations • Coach and develop operational leaders • Build a culture of ownership, continuous improvement, and high-quality service delivery across distributed teams

🎯 Requirements

• 12+ years of progressive operations leadership experience, ideally in technology, fintech, commerce, SaaS implementation, customer success operations, field operations, or scaled services delivery • Experience managing multiple teams or departments with responsibility for staffing, quality, cost, and performance • Strong understanding of workforce planning, capacity management, service delivery operations, and performance management • Experience leading through subordinate managers and influencing senior cross-functional stakeholders • Strong analytical and financial acumen, including KPI management, budget inputs, forecasting, and cost-to-serve improvement • Ability to operate independently in ambiguous situations while aligning with senior leadership on objectives and outcomes • Experience with vendor-supported operations, field teams, remote onboarding, or blended delivery models preferred • Clear communication, strong judgment, and the ability to gain alignment in sensitive or complex situations • 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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