Square Head of BPO Vendor Management, Customer Success in San Francisco, California

As Square continues to grow, we are looking for an experienced leader who knows what it is like to start something from scratch. As the Head of BPO Vendor Management, Customer Success you will be responsible for developing, growing and managing Square’s BPO network within Customer Success. You will be responsible for developing the vendor strategy across multiple contact channels and collaborating to improve the customer experience by leveraging the strengths of BPOs. This individual will proactively identify areas of improvement for our internal processes, workflows, policies and manage expectations with BPO hiring, training, and performance management. Every day you’ll strategically brainstorm, collaborate, and implement operational improvements and efficiencies.

You will:

  • Lead the implementation of Square’s BPO initiative, taking responsibility for all aspects of the success of the program from contract work through training, launch, scaling, and performance management

  • Lead negotiations for all future vendor contracts

  • Develop and deploy vendor-specific infrastructure, including security and processes

  • Own relationship management and service delivery to ensure that BPOs meet and exceed Customer Success expectations

  • Travel both domestically and internationally 10-20% of the year

You Have:

  • Minimum of 5 years managing global operations including launching and managing partner sites

  • Extensive experience in BPO relationship management and contract negotiation and administration

  • Strong communication skills, and proven ability to influence senior leadership

  • In-depth expertise in contact center forecasting, scheduling and capacity planning

  • Experience managing metrics, KPIs, and OKRs, in addition to analytical deep-dives to understand performance

  • An ability to identify upstream blockers and prioritize solutions

  • A drive to consistently deliver results and exceed expectations

  • A strategic-thinking, solutions-driven mentality

  • A hunger to learn

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.