Tooling Strategy Head (Customer Success, Sales, and Account Management)

| San Francisco, CA, USA | Remote | Hybrid
Sorry, this job was removed at 9:02 a.m. (PST) on Tuesday, June 25, 2024
Find out who's hiring in San Francisco.
See all Sales jobs in San Francisco
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.
So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, 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 Growth Data & Strategy team is responsible for building the vision, driving data-driven programs, and defining tooling strategies to increase Sales, Customer Success (CS), and Account Management (AM) teams' efficiency and effectiveness and improve the experience of businesses that use Square's ecosystem of products.
In this role, you will lead a team of Technical Program Managers that support Sales, CS, and Account Management teams in tooling and system decisions, as well as tooling focused project execution. Your team will identify technology opportunities, help define the tooling vision, streamline tech stack, scope solutions, assess trade-offs & risks, align cross-functional stakeholders, and drive execution of programs in partnership with Engineering, and Product Teams.
With offices in the US, Canada, Japan, Ireland, Australia, Poland, Taiwan, and Guatemala, our goal is to improve both quality of the operations, increase cost efficiency, while fostering innovative solutions (e.g. GenAI). You will report to the Head of Growth Data and Strategy.
Qualifications
You Will:

  • Manage a team of Technical Program Managers (both ICs and leads) who are responsible for designing, documenting, building, and executing on essential strategic system/infrastructure programs to propel the Sales, CS, and Account Management organizations towards realizing our global vision and strategy
  • Become an expert on our business processes and technology platforms ecosystem
  • Build the tooling and system vision for Sales, CS, and Account management
  • Manage portfolio of tooling projects to achieve above vision
  • Propose wide-sweeping improvements to our infrastructure/tools suite through automation and redesign
  • Use your understanding of software development processes to identify dependencies, "long poles," "blockers," and execution risks and develop mitigation strategies.
  • Ensure smooth operations of the global Sales, AM, and CS population regarding our tools and infrastructure suite. Work with our systems, engineering, and technology partners to refine our governance/operating model, holding each team accountable for system uptime (measurement and timely reporting) and delivery of new capabilities
  • Provide leadership oversight to ensure that - across all of the programs we're working on throughout the organization and with our cross-functional stakeholders - we are prioritizing our work and resources effectively, measuring impact, and delivering results
  • Develop deep, mutually-beneficial working relationships with various partners and stakeholders, including: internal product & engineering teams
  • Participate in annual and quarterly planning between business partners, Finance, systems, engineering, and technology partners


Additional Information
You have:

  • 8+ years of experience in technical project/program management, product management, or software engineering; 3+ years of experience building and managing a team
  • Ability to set the tooling and system vision for multiple organizations, achieving improvement in operational efficiency, and quality of operations
  • Knowledge of Sales, AM, Customer Success or similar contact center engineering landscapes
  • Knowledge of Go To Market motion
  • Experience in collaborating with engineering and product organizations for end-to-end design and implementation of technical solutions
  • Experience documenting business and technical requirements (i.e. writing Product Requirements Documents) - ready for project execution
  • The ability to establish and run a governance model across multiple cross-functional stakeholders (including engineering organizations)
  • Experience communicating and translating non-technical to technical (and vice versa) requirements and discussions, organizational, coordination, and running multiple projects
  • The ability to manage multiple projects simultaneously, often with competing resources.
  • A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You find creative ways to use the full potential of our existing tools, and advocate for novel solutions
  • The ability to analyze data to identify the largest strategic opportunities for the organization. Be able to use data-driven insights to provide high-impact recommendations
  • Experience with Salesforce, Amazon Web Services, JIRA, SQL and Looker is a plus!


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.
Full-time employee benefits include the following:

  • Healthcare coverage (Medical, Vision and Dental insurance)
  • Health Savings Account and Flexible Spending Account
  • 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 (including 12 paid holidays)
  • Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
  • Learning and Development resources
  • Paid Life insurance, AD&D, and disability benefits


These benefits are further detailed in Block's policies. 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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
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.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • CSSLanguages
    • DartLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • Objective-CLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • RustLanguages
    • SassLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Languages
    • TensorFlowFrameworks
    • MySQLDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • TableauAnalytics
    • CanvaDesign
    • FigmaDesign
    • IllustratorDesign
    • MiroDesign
    • PhotoshopDesign
    • SketchDesign
    • AirtableManagement
    • AsanaManagement
    • BasecampManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • HootsuiteCMS
    • Sprinklr CMS
    • DocuSignCRM
    • DriftCRM
    • SalesforceCRM
    • SalesLoftCRM
    • SendGridEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration
    • AsanaProject Management
    • BasecampProject Management
    • TrelloProject Management
    • NotionProject Management
    • SprinklrProject Management

Location

San Francisco

An Insider's view of Square

How would you describe the company’s work-life balance?

"Our remote work policy gives me the flexibility to both travel, and collaborate in office. Our remote policy lets me continue to do things I am passionate about, which encourages me to bring my most authentic self to the workplace and feel empowered."

Pooja

Recruiter

What does career growth look like on your team?

“My internship at Square was great. I learned from world-class Engineers and was given a ton of ownership over meaningful projects. As a full time Engineer, I joined the same team I interned on, and have continued to build Machine Learning driven features that empower businesses.”

Jake

Machine Learning Engineer

What are Square Perks + Benefits

Square Benefits Overview

At Square, we want to provide you with benefits, perks, and offerings that empower you to make choices for your life and what matters to you. We understand the importance of having quality care. So, whatever stage of life you’re in, we offer coverage and plans to support total health — physical, mental, and financial — for you and your family.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Personal development training
Virtual coaching services
Apprenticeship programs

More Jobs at Square

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about SquareFind similar jobs like this