Operations Program Manager, Customer Success

The Global Program Management and Infrastructure team ensures the smooth and efficient running of the Customer Success organization on a daily basis. With offices in the US, Canada, Japan, Ireland, Australia, Poland, Taiwan, Guatemala and other locations, we improve both quality of output and cost efficiency of the global organization, while also ensuring timely execution of essential strategic projects for the growing Customer Success team. As a Program Manager in Customer Success Operations, you'll work cross functionally — with other Operations teams, with the broader Customer Success organization, and beyond — to plan and build towards the global vision of CS. You will report to an Operations Program Management Lead. 

You Will:

• Develop project plans with clear scope and deliverables across all impacted functional areas. You'll play a large part in helping us further define and build our global strategy.
• Gather and organize information on CS's largest opportunities for improved efficiency, and quality of service.
• Support product launches from discovery to implementation, in collaboration with Product Teams, CS stakeholders, and other go to market organizations.
• Be the organizing body that brings all impacted parties together, orchestrating all workstreams towards a common goal. 
• Provide seamless change management for initiatives impacting the global team – ensuring no detail is left out and all impacts are accounted for.
• Ensure our organizational key performance indicators (KPIs) are being measured and met through each program you manage.

You Have:

• 5+ years of project or program management work experience
• Excellent soft skills, catered towards a variety of stakeholder functions. You're able to clearly and concisely communicate an idea, or overall project/ program status.
• The ability to manage multiple projects simultaneously, often with competing resources.
• A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. 
• Experience launching products is a plus.
• Experience with Jira is a plus.

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

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.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.