BPO Lead, Global Seller Onboarding
BPO Lead, Global Seller Onboarding
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Salary Not Disclosed
1 Vacancy
Job 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 wouldnt 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 weve 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. Were building a significant meaningful and lasting business and we are helping sellers worldwide do the same.
The Role
Block is seeking a strategic operations-minded leader to join our Global Seller Onboarding (GSO) team as the GSO BPO Lead. In this role you will oversee and optimize our network of Business Process Outsourcing (BPO) partners managing vendor performance driving cross-functional alignment and leading continuous improvement efforts across the BPO ecosystem.
Working directly with the Global Head of Vendor Strategy & GSO BPO you will play a key role in enhancing the seller onboarding experience improving operational efficiency and scaling the program through data-driven insights and innovation. This remote position requires up to 10% travel and offers the opportunity to lead the integration of AI-enabled workflows while collaborating with cross-functional teams across the organization.
You Will
- Serve as the primary point of contact for all GSO BPO partners
- Lead strategic and operational business reviews to assess vendor performance
- Monitor adherence to SLAs compliance requirements and contractual obligations
- Manage escalation processes and ensure timely resolution of issues
- Identify inefficiencies and implement process improvements across the BPO network
- Utilize operational data and performance trends to drive continuous improvement initiatives
- Collaborate on AI-driven and automated solutions that reduce manual lift and enhance quality
- Own SOP documentation and change management for BPO operations
- Partner with L&D Sales Onboarding Support Risk and Product teams to improve BPO performance
- Lead invoice reconciliation budget alignment and vendor billing audits
- Ensure accuracy of financial reporting and compliance with contract terms
- Serve as the first point of escalation for BPO-related operational challenges
- Lead root cause analyses and implement preventative measures
- Develop and maintain vendor scorecards dashboards and governance structures
- Represent BPO operational feedback in internal strategic discussions and system design efforts
You Have
- Bachelors degree in Business Operations or related field; or equivalent experience
- 4 years of experience managing BPO vendors or outsourced operational programs
- Proven ability to lead large-scale process optimization and performance improvement efforts
- Strong analytical and problem-solving skills with expertise in operational metrics
- Excellent communication stakeholder management and negotiation skills
- Experience with SLA frameworks QA programs and vendor reporting
- Demonstrated success in invoice management and financial reconciliation
- Proficiency in Google Workspace Asana Salesforce or other collaboration and CRM tools
- Preferred: Exposure to AI/ML intelligent automation or robotic process automation (RPA) technologies
Were 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 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 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 were doing to build a workplace that is fair and square Check out our ID page.
Required Experience:
Exec
Employment Type
Full Time
