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, and Guatemala, 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 Management Head 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.

Specifically, you will:

• Manage a team of Operations Program Managers and Program Manager Leaders who are responsible for delivering on CS's largest opportunities for improved efficiency and quality of service. You'll play a large part in ensuring timely and smooth delivery of our global vision and strategy.

• Collaborate with cross-functional stakeholders in the definition of business priorities, and solutions, playing a key role in influencing and building business recommendations.

• Refine and implement the proper governance and operating processes to establish CS as a well-oiled project management machine.

• Improve processes of the Program management team overtime, focusing on innovation and best practices.

• Provide leadership oversight to ensure that – across all of the various initiatives we’re working on throughout the organization – we are prioritizing our work and resources effectively, measuring impact, and delivering results.

You have:

• 6+ years of project or program management experience; at least 3 years of experience building and managing a team 

• Experience managing a project management office (PMO) – the ability to define and run a governance model across various cross-functional stakeholders.

• Experience in process mapping and operational excellence

• The ability to manage multiple portfolios of projects simultaneously, often with competing resources.

• Excellent presentation skills, catered towards a variety of stakeholder functions. You're able to clearly and concisely communicate an idea, or overall project/program status.

• A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. 

• The ability to analyze data to identify the largest strategic opportunities for the organization. Be able to use data-driven insights to provide high-impact recommendations. 

• Experience with Jira is a plus.

• Experience launching products is a plus.

• Lean Six Sigma Black Belt is a plus.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $167,300 - USD $204,500
Zone B: USD $155,600 - USD $190,200
Zone C: USD $147,200 - USD $180,000
Zone D: USD $138,900 - USD $169,700

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

• Healthcare coverage
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off
• Learning and Development resources
• Paid Life insurance, AD&D. and disability benefits 
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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.

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.