Learning Design Lead, Customer Success

Company Description

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.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, 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.

Job Description

Works with Customer Service Leads and Learning Experience Designers to track the performance of all Learning & Development programs to ensure strategies are effective in meeting global business goals. Provides direction and leadership to the learning design team in executing core learning programs and functional competencies. Works closely with all regional leaders and functional areas to create and deliver effective training to support continued people development within Customer Success. Foster a collaborative environment that supports engagement, empowerment, discovery, and innovation. Ensure effective planning and management of the team capacity and quarterly roadmap.

You Will:

• Lead a team of Learning Experience Designers to develop learning materials and experiences in support of Customer Service
• Develop team's technical and functional expertise
• Extensive experience in instructional design
• Coordinate with cross-functional organizations to align the team's strategy with broader organizational objectives and learning strategies
• Develop a robust roadmap strategy for learning experience design pulling in relevant industry insights and leverages tooling and process advancements for your team.
• Drive the use of performance support using WalkMe as an instructional strategy
• Manage the team's capacity and allocations using strong project management skills
• Leverage strong stakeholder management skills with demonstrated ability to effectively partner with senior level executives and others across several functions
• Utilize the ability to pull together cohesive presentations, narratives, proposals, etc
• Draw meaningful insights from data to create strategy, tell a narrative and operationalize solutions
• Create an effective learning object storage process for organizing e-learning project-related source files and other materials
• Schedule periodic course reviews for any updates needed; schedule the expiration of training courses, if appropriate
• Track documentation and version control of all revisions and updates, etc.

Qualifications

You Have:

 

• Minimum of 5 years of business experience, including 8 + years of learning and development experience
• Proven track record consulting business leaders and designing, developing, and implementing high-impact and innovative service strategy solutions, using blended approaches, e-learning, and virtual delivery methodologies
• Experience leading people & organizational change initiatives
• Bachelor's degree required, Master's Degree a plus
• Strong technical skills, analytical thinking, and an outstanding ability to operationalize national learning programs
• A strong sense of affinity with the rapid pace of a growing and dynamic business
• Strong communication skills - verbal, written, and presentation
• Strong strategic, planning and organizational skills
• Experience with WalkMe

Additional Information

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 $116,800 - USD $142,800
Zone C: USD $110,500 - USD $135,100
Zone D: USD $100,500 - U