Partner Oversight Manager-Risk Operations

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 wouldn’t 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, we’ve 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. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. .

The Role

In this role, you will report to the Head of Risk Operations at Square and be responsible for our Business Process Outsourcing (BPO) program, which manages key operational workflows serving Square’s Risk Operations. You will lead a team of Supervisors responsible for partnering with vendor teams to ensure ongoing production quality, volume, and efficiency, while collaborating with teams internally to ensure that we have adequate training, metrics, and oversight to launch and maintain outsourced workflows. Additionally, you will be responsible for partnering with Risk domain experts to build a comprehensive and principled outsourcing strategy which allows us to meet or exceed business goals from a risk loss and customer experience perspective, while minimizing operational and financial risk. 

You Will

• Manage relationships with BPO service providers
• Manage a team of Supervisors responsible for vendor oversight for outsourced workflows across Risk domains including Fraud, Credit, Disputes, Banking, and Recovery 
• Define principles and requirements for BPO workflows and performance
• Identify potential workflows and tasks which may be outsourced; ensure operational readiness, manage launches, and track results 
• Define and track key metrics to monitor program health; create mechanisms for structured feedback and performance management of vendors
• Build feedback loops with internal teams (L&D, Policy, Ops Leads) and vendors to drive continuous improvement

You Have

• 7+ years experience in Operations, with at least 2 years leadership experience 
• Specific expertise in either Risk Management or Vendor Management/Oversight 
• Strategic mindset and ability to define and drive complex programs 
• People leadership;  experience leading a team to achieve results  
• Strong communication and collaboration skills, both internally and externally 
• Results-driven; able to define key metrics and drive accountability  
• Ability to travel both domestically and internationally (up to 10% of the year)

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.