Employee Success Lead

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.

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.

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

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.