Employee Success Lead

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Company Description

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

Job Description

Block (previously known as Square) is looking for an Employee Success Lead to spearhead the customer-focused/employee-focused service delivery within the Global People Operations team. You will be hands-on and be responsible for customer/employee satisfaction and stability within the customer/employee life-cycle.

You'll need to partner "horizontally" across multiple teams, understand systems and data to make logical decisions, and create long-term solutions that can withstand the test of time and growth. 

Qualifications

You will: 

  • Lead queue reporting and analytics, queue health and satisfaction, forecasting, and escalations

  • Collaborate with misc technical teams to drive optimization of the rules and flows to ensure optimum customer experience and business efficiency

  • Set quarterly targets for the team to achieve efficiency and improve customer stability, including creating, establishing, and meeting SLA’s and forecasts, when necessary

  • Diagnose root problems and recommend end-to-end solutions

  • Identify trends through data, conduct analyses, and propose and implement systematic operational solutions across multiple People data-related matters and processes (i.e., process improvement)

  • Propose and drive future services/tools/products in a way that are effective and efficient for the broader team

  • Work with other People Ops Leads to help implement future technologies/services/tools to improve operational effectiveness, compliance and reporting, enablers for HR processes

  • Analyze real-time workload requirements and contact routing to manage performance to service level requirements and maximize utilization of resources to meet targeted SLAs

  • Drive queue management best practice initiatives globally and across workstreams (e.g. messaging routing trigger and routing creation, queue management maintenance, and updates)

  • Support and consult on development of channel performance dashboards and alarms

  • Facilitate global team performance reviews with support leadership, provide thought leadership and develop metrics/tools to assist with day-to-day coaching of the team

  • Identify opportunities for improving support staffing, both offshore and onshore, external and in-house

  • Lead a team of Scaled/Query Support People Operations specialists

Additional Information

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, 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, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
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Other US Location
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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
    • FigmaDesign
    • DocuSignCRM
    • DriftCRM
    • SalesforceCRM
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • SlackCollaboration
    • AsanaProject Management
    • BasecampProject Management

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

We’re building an inclusive economy where all sellers have equal access to opportunity. We strive to live by these same values in all our workplaces.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Employee awards
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
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Onsite office parking
Relocation assistance
Fitness stipend
Professional Development Benefits
Promote from within
Mentorship program
Online course subscriptions available
Personal development training

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