Head of International Onboarding Operations

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Head of International Onboarding Operations

Block

Bay Area, CA, United States of America

$207.4k – $311.2k/yr

Posted 2 days ago

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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, 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.

About the Role

Square is looking for a senior operations leader to own onboarding operations across international markets, initially including Australia and Europe. Reporting to the Head of Global Onboarding Operations, this leader will translate global onboarding strategy into market-specific operating plans, manage regional teams and partners, and improve seller outcomes across diverse geographies and service models.

This role requires the ability to balance global consistency with local market needs. The right candidate can coordinate across regions, influence senior stakeholders, manage multiple teams or departments, and drive operational improvements in environments with varied market maturity, seller needs, regulatory considerations, and partner ecosystems.

What You Will Own

International Onboarding Operations

Own onboarding execution across assigned international markets from post-sale handoff through seller go-live.

Manage EU/UK and APAC first-party and vendor-supported onboarding operations, including staffing, coverage, quality, and service-level performance.

Establish regional objectives, work plans, and performance expectations aligned to global onboarding strategy.

Ensure operating models are localized appropriately while maintaining consistent global standards.

Regional Scaling and Market Readiness

Develop repeatable playbooks for market launches, service model changes, regional expansion, and localization of onboarding delivery.

Identify regional risks, dependencies, and constraints, and drive mitigation plans across internal and external teams.

Partner with global workforce and partner strategy leaders to determine the right labor mix by market.

Operational Excellence and Performance

Improve regional metrics including seller activation, time-to-value, SLA adherence, utilization, and cost-to-serve.

Use business reviews, dashboards, and local insights to drive performance improvements and resource allocation recommendations.

Standardize regional workflows, escalation paths, training needs, and quality mechanisms where appropriate.

Utilize AI to enhance seller outcomes and improve internal workflows

Cross-Functional Leadership

Partner with regional Sales, Product, Finance, Legal/Compliance, and GTM teams.

Influence senior stakeholders on operational tradeoffs across seller experience, cost, speed, local complexity, and scalability.

Represent international onboarding operations in senior forums and communicate regional needs clearly to global leadership.

Team Leadership

Manage activities of multiple regional teams, managers, or departments.

Develop regional leaders and build a culture of accountability, ownership, and continuous improvement.

Create consistent expectations for performance, seller empathy, and operational discipline across distributed markets.

What We Are Looking For

12+ years of progressive operations leadership experience, ideally with multi-market, international, or regional operations scope.

Experience managing distributed teams across multiple geographies, channels, or service models.

Ability to balance global standards with local market realities and influence stakeholders across regions.

Experience managing first-party and vendor-supported operations, including performance management and service quality.

Strong analytical and financial acumen, including capacity planning, KPI management, budget inputs, and cost-to-serve analysis.

Ability to operate independently on significant assignments and make sound decisions through ambiguity.

Experience with market launches, localization, international expansion, or regional transformation preferred.

Strong communication skills and the ability to gain acceptance from senior stakeholders in sensitive situations.

Experience improving workflows and customer outcomes using AI

Why This Role Matters & What's In It For You

Seller onboarding is one of the most important moments in the Square journey. The speed, quality, and consistency of a seller's first experience directly shape activation, retention, satisfaction, and long-term value. This role helps ensure Square can scale onboarding globally while improving seller outcomes and operating efficiency.

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. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are c