As a lead over knowledge management, you'll manage a team of adept technical writers who develop and maintain internal policies and procedures for Customer Success. Your primary responsibility will be strengthening the seamless exchange of knowledge across operations and other organizations, where needed. You'll oversee the selection and implementation of electronic knowledge management tooling and drive success by ensuring correct and widespread operational usage and tracking against your own KPIs. You'll be committed to this framework's continuous improvement by aligning your solutions, processes, priorities, strategies, and deliverables with Square's short- and long-term objectives and by relentlessly collaborating with upper management, key stakeholders, and your cohorts. In addition, you'll ensure compliance standards and promote our organizational learning strategy.

You Will:

• Scale your team's portfolio of work by capturing, organizing, and assessing knowledge assets for enterprise use.
• Develop your team's technical and functional expertise.
• Coordinate with cross-functional organizations to align KM strategy with broader organizational objectives and learning strategies.
• Develop a robust roadmap strategy for implementing knowledge management pulling in relevant industry insights and leverages tooling and process advancements for your team.
• Build and drive the culture of knowledge sharing and use of KM tooling within operations and serve as the advocate for KM initiatives.
• Support the development and implementation of training on KM processes and tooling.
• Create and review KPIs for adoption, usage of premier KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
• Assist with resource planning as applicable to strengthen and expand KM initiatives.
• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.
• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.
• Identify and evangelize success stories from the Knowledge Management Program.
• Designs and analyzes knowledge-based systems for easier distribution of information; formulates action plans; manages resources and multi-faceted projects.
• Strengthens connection to aid information exchange within the firm's systems.

You Have:

• You have a bachelor's degree in technical communication or a related field with 3 or more years of leading teams of technical writers. Master's Degree a plus.
• You have experience with Knowledge Management tools (knowledge of WalkMe is a plus).
• You're technically inclined and learning the nuances of new software and applications comes naturally.
• You welcome technical challenges and don't mind working independently to problem solve.
• You pay exceptional attention to fine detail and strive to develop industry-leading deliverables.
• You lead through the successful completion of nebulous projects through systematic project management.
• You have strong time management skills, shifting targets and priorities for your team don't deter you.
• You're an empathetic team player that collaborates well to achieve consensus.
• You can provide a portfolio of original documentation that is clear, concise, and easy to understand.

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 $125,600 - USD $153,600
Zone B: USD $119,300 - USD $145,900
Zone C: USD $113,000 - USD $138,200
Zone D: USD $106,800 - USD $130,600

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.