Global Operations Excellence & Business Operations Lead

Bay Area, CA · US - CA - San Francisco City - Remote · 8+ years experience · Remote · Posted Oct 6, 2026

At a glance

Square is seeking an experienced operations excellence and business operations leader to build the operating system for global seller onboarding.
This role is responsible for creating the metrics, planning processes, reporting cadences, capacity models, and continuous improvement mechanisms to help the onboarding organization scale.
The position reports to the Head of Global Onboarding Operations and partners with operational leaders to turn strategic priorities into measurable execution routines.

Build and run the core operating cadence for global onboarding, including weekly, monthly, and quarterly business reviews.
Create consistent reporting, decision forums, action tracking, and escalation mechanisms across regions.
Own the global onboarding KPI framework, including activation, time-to-value, NPS, cost-to-serve, SLA adherence, utilization, and quality.
Lead capacity planning and workforce modeling across first-party, vendor, and BPO delivery motions.
Partner with Finance on budget inputs, forecasts, headcount planning, vendor spend analysis, and ROI assessments.
Identify friction in onboarding workflows, handoffs, tooling, data quality, and escalation processes.
Drive process standardization, playbook development, and continuous improvement initiatives.
Drive the adoption of AI-enabled workflows by identifying high-impact use cases and standardizing best practices.
Build playbooks and training materials to help teams use AI for knowledge management, summarization, and performance insights.
Measure the impact of AI-enabled improvements on onboarding outcomes and scale successful findings across regions.

8+ years of relevant experience with a Master’s degree, or 12+ years with a Bachelor’s degree, or equivalent experience.
Experience in operations, business operations, strategy and operations, workforce planning, analytics, or operational excellence.
Experience building operating cadences, dashboards, planning processes, KPI frameworks, and performance management routines.
Strong analytical skills and comfort working with operational, financial, workforce, and performance data.
Experience with capacity planning, forecasting, budget inputs, cost-to-serve analysis, or vendor spend analysis.
Ability to manage complex cross-functional projects independently while aligning with senior leaders.
Strong process improvement mindset with experience standardizing workflows.
Excellent communication skills with the ability to turn ambiguous problems into clear plans and recommendations.

Experience in fintech, commerce, SaaS implementation, customer operations, field operations, or scaled services delivery.
Experience improving workflows and customer outcomes using AI.