Head of Seller Onboarding – External Workforce Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Define and oversee the global strategy for external workforce and partnership related to seller onboarding.

• Take ownership of the operational framework for third-party service providers, vendors, and BPO partners.

• Formulate the global approach for vendors, third-party service providers, and BPO partners that support seller onboarding.

• Assess the suitable labor composition based on market, seller segment, service tier, and business requirements.

• Lead analyses on build-vs-buy decisions and propose models for first-party, vendor, BPO, partner, or self-serve solutions.

• Develop frameworks for the external workforce's footprint, capacity, quality, cost, and market reach.

• Set up SLA frameworks, scorecards, quality benchmarks, business review schedules, and escalation processes.

• Ensure vendors and BPO partners meet performance expectations, seller experience standards, compliance, and continuous improvement targets.

• Collaborate with Procurement, Legal, Finance, and regional teams on contracts, renewals, pricing, and commercial agreements.

• Supervise BPO and vendor-supported onboarding operations, focusing on role clarity, enablement, quality assurance, and escalation pathways.

• Integrate partner operations with Square’s onboarding processes, data, tools, and seller experience standards.

• Enhance partner productivity, lower cost-to-serve, and promote consistency across different regions.

• Influence senior leadership across Sales, Finance, Procurement, Legal, and regional teams.

• Convert workforce performance and market requirements into strategic recommendations for investment, partner selection, and operational model adjustments.

• Manage teams including partner operations managers, BPO leaders, vendor managers, or similar roles.

• Cultivate leadership skills and foster accountability, commercial rigor, operational discipline, and seller-focused execution.

⛳️ Requirements

• A minimum of 12 years of progressive experience in operations, vendor management, partner operations, BPO, procurement-adjacent roles, or workforce strategy.

• Extensive experience in managing third-party providers, BPOs, vendors, or large-scale outsourced service delivery.

• Strong grasp of SLAs, partner governance, quality assurance, operational scorecards, and business review processes.

• Experience in making build-vs-buy decisions and navigating trade-offs across quality, cost, speed, scalability, and risk.

• Solid financial and analytical skills, encompassing cost modeling, vendor spend management, ROI analysis, and capacity planning.

• Capability to influence senior stakeholders across various functional domains and achieve consensus in complex or sensitive scenarios.

• Preference for experience in fintech, commerce, SaaS implementation, customer operations, field services, or large-scale service delivery.

• Excellent communication skills, sound judgment, and the ability to operate independently on major strategic projects.

• Experience in enhancing workflows and customer outcomes utilizing AI technologies.

🏝️ Benefits

• Remote work opportunities.

• Comprehensive medical insurance.

• Flexible time off policies.

• Retirement savings plans available.

• Modern family planning options.

• Reasonable accommodations provided throughout the recruitment process.

• An inclusive interview experience.