Program Manager Lead, Account Management Strategy

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.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, 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

The Growth Data & Strategy team is responsible for building the vision, driving data-driven programs, and defining tooling strategies to increase Sales, CS, and Account Management teams’ efficiency and effectiveness and improve the experience of businesses that use Square’s ecosystem of products. We work closely with Sales, CS, and Account Management business partners, as well as Product, Finance, Engineering, and Design to acquire, grow, and retain Square sellers. 

In this role, you will lead a team of strategic Program Managers that support the Account Management (AM) organization. Your team will identify business opportunities, help define the strategic visions for the Account Management organization, scope solutions, assess trade-offs & risks, align cross-functional stakeholders, and drive execution of programs that will impact Square’s retention, and growth. 

You Will:

• Manage a team of Strategy and Operation Program Managers who are responsible for identifying and delivering on Account Management's largest opportunities on revenue generation and customer retention, improve efficiency and quality of service. You'll play a large part in ensuring timely and smooth delivery of our global vision and strategy
• Hire, onboard, develop, and coach a team of high performing program managers
• 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
• Deeply engage with our AM leaders and teams, embody their day-to-day operational challenges and identify issues that limit scalability across the organization
• Break down ambiguous problems, align on business strategy, define requirements, curate stakeholders, and drive the execution towards a unified goal
• Own the roadmapping and delivery of high impact, cross-functional programs
• Define metrics to track the impact of programs and initiatives against broader goals
• Create thoughtful and seamless change management plans in partnership with Account Management Leadership
• Build and manage relationships with AM leaders and teams, and with various stakeholders across the company (e.g. Finance, Product, CS, Sales) 
• Develop and manage end-to-end solutions and ensure on-time delivery that meets defined goals and requirements

Qualifications

• 8+ years of program management experience, supporting Account Management or another GTM function 
• 3+ years of people management experience
• The ability to drive optimization and process improvement across all aspects of revenue generation and customer retention 
• 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
• Expertise working across multiple teams, technical and non-technical, to build and deliver end-to-end tooling and programs 
• Strong project management skills and the ability to manage multiple, complex projects at once
• Ability to leverage data to identify the largest strategic opportunities for