The Global Program Management and Infrastructure team ensures the efficient running of the Customer Success organization on a daily basis. With offices in the US, Canada, Japan, Ireland, Australia, Poland, Taiwan, and Guatemala, we improve both quality of output and cost efficiency of the global organization, while also ensuring execution of essential strategic projects for the growing Customer Success team. As a Technical Program management Lead, you'll work cross functionally — with other Customer Success teams, with systems and engineering teams, and beyond — to build towards the global vision of CS. You will report to the Head of Program Management & Infrastructure for Customer Success.

Specifically, you will:

• Manage a team of Technical Program Managers who are responsible for designing, documenting and building on essential strategic system/infrastructure programs to propel the CS organization towards realizing our global vision and strategy.
• Become an expert on our business processes and technology platforms ecosystem; propose wide-sweeping improvements to our infrastructure/tools suite through automation and redesign.
• Use your understanding of software development processes to identify dependencies, "long poles," “blockers,” and execution risks and develop mitigation strategies.
• Ensure smooth operations of the global CS population regarding our tools and infrastructure suite. Work with our systems, engineering, and technology partners to refine our governance/operating model, holding each team accountable for system uptime (measurement and timely reporting) and delivery of new capabilities.
• Provide leadership oversight to ensure that – across all of the programs we're working on throughout the organization and with our cross-functional stakeholders – we are prioritizing our work and resources effectively, measuring impact, and delivering results.
• Develop deep, mutually-beneficial working relationships with various partners and stakeholders, including: internal product & engineering teams.
• Participate in annual and quarterly planning between Customer Success, systems, engineering, and technology partners.

You have:

• 5+ years of experience in technical project/program management; 2+ years of experience building and managing a team
• The ability to establish and run a governance model across multiple cross-functional stakeholders (including engineering organizations)
• Experience in collaborating with engineering organization for end-to-end implementation of technical solutions
• Experience documenting business and technical requirements (i.e. writing Product Requirements Documents) – ready for project execution.
• Experience communicating and translating non-technical to technical (and vice versa) requirements and discussions, organizational, coordination, and running multiple projects.
• Experience managing trade-offs given specific constraints.
• The ability to manage multiple projects simultaneously, often with competing resources.
• A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You find creative ways to use the full potential of our existing tools, and advocate for novel solutions.
• 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. 
• Presentation skills, catered towards a variety of stakeholder functions. You're able to clearly and concisely communicate an idea and its impact.
• Experience with Salesforce, Amazon Web Services, JIRA, SQL and Looker is a huge plus!

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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Perks

We want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, 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. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.