Enablement Team Lead- Risk Operations

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. .
The Role
The Enablement Team provides programmatic support to our teams within Risk Operations to ensure the continuous health and improvement of our operational workflows. The team leverages advanced subject matter expertise in our operational workflows to identify opportunities to better serve: 1) our Agents through Quality Assurance (QA) and learning & development; 2) our Company through increased operational efficiency and accuracy; and 3) our sellers through better and more tailored experiences. The Team Lead will report directly to the Head of Risk Operations and manage a team of Operations Analysts, partnering closely with Risk Operations Leads and Risk Policy to facilitate a strong feedback loop and ensure continuous improvement.
You Will

• Manage a team of Operations Analysts each of whom have advanced expertise in our core operational areas of Fraud, Credit, Disputes, Banking, and Recovery
• Roadmapping and prioritization of special projects and "keep the lights on" workstreams
• Create and administer team trainings and L&D content in partnership with Risk Policy
• Ensure operational readiness for tooling, workflow, or product launches
• Review large loss events and derive actionable insights which can be used to inform team trainings or policy improvements
• Oversee QC reviews for both internal agents and BPO vendors
• Strategic response for sensitive escalations
• Incubate new work streams or special projects aimed at improving our operational effectiveness or customer experience
• Partner closely with Risk Ops Leads and Policy Leads

You Have

• 7+ years experience in Risk Operations or Program Management; at least 2 years leadership experience
• Ability to define team strategy, goals, and prioritization; and oversee execution
• Experience driving improvement in an Operations environment; demonstrated ability to derive insights and create actionable plans to improve
• Learning and Development; helping build both programmatic and more tailored approaches to helping individuals achieve their maximum potential
• Customer focus; ability to resolve complex customer escalations, but more importantly, to learn from customer insights to drive scalable solutions to improve experience
• Strong communication and collaboration skills, both internally and externally

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
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.
Zone A:
$148,700 - $223,100 USD
Zone B:
$138,300 - $207,500 USD
Zone C:
$130,900 - $196,300 USD
Zone D:
$123,400 - $185,200 USD
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.