Delivery Performance Program Manager

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 Delivery Performance Program Manager will play an essential role in our mission to deliver Square products to our customers in a fast, reliable, economical and elegant fashion. As part of the Hardware Logistics team, you will support, manage and scale US and CA delivery programs.

We are looking for a collaborative team member who has deep transportation expertise and is experienced at managing carrier relationships, on time performance and delivery related escalations. Because of your team being based in the San Francisco Bay Area, the role requires Pacific hours (PST) working hours. This role will report to the North American Operations Lead.

You Will:

• Manage several direct (Square owned) and indirect (3PL owned) carrier relationships
• Manage outbound delivery performance and ensure service level agreements are met 
• Serve as the main point of contact for all fulfillment related escalations from our Customer Support team
• Field CS escalations, liaise with external vendors to root cause carrier related issues
• Evaluate existing capabilities and establish new processes for tracking, measurement, reporting, and analysis of delivery operations
• Contribute to outbound transportation budget management, including management our freight audit bill provider  
• Identify and drive cost reduction opportunities within our transportation network
• Oversee new carrier onboardings, from vendor selection and launch
• Play a key role in supporting NPIs, new country expansion and key organizational initiatives

Qualifications

You Have:

• 5+ years in project/program management experience preferably within the tech ecommerce space
• Experience managing parcel and LTL carrier relationships
• Experience managing transportation budgets, including driving rate negotiations
• Deep understanding of global supply chains and logistics workstreams
• Excellent verbal and written communication skills. Effective at leveraging resources
• Analytical and technical proficiency 
• Ability to show track record of process improvements to support scalability
• Ability to demonstrate a proactive approach to problem solving
• Ability to travel and manage concurrent tasks across multiple time zones

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 $138,200 - USD $169,000
Zone B: USD $128,500 - USD $157,100
Zone C: USD $121,700 - USD $148,700
Zone D: USD $110,600 - USD $135,200

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. 

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly welln