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 Vendor Relations Lead is responsible for developing, executing, and ensuring the success of our 3PN (Third Party Network) Vendor strategy. You will play a critical part in redefining and managing our current seller onboarding processes. We are seeking someone with expertise in the On-Site 3PN installation realm, coupled with an understanding of networking and hardware infrastructure. You should possess experience managing vendor relationships, implementing oversight programs, handling multifaceted projects involving multiple stakeholders, optimizing processes, and prioritizing seamless customer onboarding experiences.

You Will:

• Collaborate with Sales and our Global Seller Onboarding team to align and execute our onsite install strategy.
• Oversee the day-to-day performance and operations of our 3PN network, including:
  • Develop new workflows aimed at reducing internal and external SLAs.
  • Monitor third-party Service Level Agreements (SLAs) and implementing remediation plans.
  • Provide ongoing insights and project communications in collaboration with the Sales and Onboarding teams.
  • Partner with the Learning & Development team to create Square hardware training programs for the technician network and ensuring vendor adherence to the necessary training.
• Negotiate, renew, and optimize partner contracts. Manage contract terms, oversee renewals, and conduct periodic reviews.
• Establish success metrics within each market based on vendor capabilities and historical performance.
• Be the primary point of contact for vendor performance-related issues, resolving escalations and providing solutions.
• Stay updated with relevant third-party marketplace trends and competition, making recommendations for new or alternative vendors.
• Produce periodic third-party scorecards, share insights with relevant stakeholders, and utilize these to drive optimal business value from third-party relationships.
• Keep senior management informed on all aspects of third-party oversight, including critical issue escalations, vendor performance results, significant cost changes, and essential metrics.
• Facilitate Square’s international expansion efforts by managing the RFP process and IT vendor selection, collaborating with GSO to design and implement success metrics tailored to each market.

Qualifications

You Have:

• 4 years of work experience managing vendor operations in IT related industries
• Understanding of Networking and Hardware infrastructure
• Experience managing BPO operations 
• Prior experience managing vendor relationships - including contract negotiation, SLA performance analysis, and relationship management. Experience using quantitative and qualitative data to represent the voice of our Sales team and other internal stakeholders in managing vendor relationships
• Project Management experience
• Analytics and reporting background, with the ability to build scorecards/dashboards
• Ability to travel both domestically and internationally (20% of the year)

Preferred Qualifications: 

• Experience in contact center forecasting, scheduling and capacity planning
• Previous experience launching and implementing new outsourced operations, ideally in a global - offshore location
• Previous work experience developing and implementing process redesigns transitioning from current-state to future-state on a global delivery model
• Experience negotiating complex contracts, preferably with global BPOs and On-site installation IT Vendors with a track record in outsourcing benchmarking and market analyses

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 $167,300 - USD $204,500
Zone B: USD $155,600 - USD $190,200
Zone C: USD $147,200 - USD $180,000
Zone D: USD $138,900 - USD $169,700

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 wellness allowance 
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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, 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, and always assess candidates on an individualized basis.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

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

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.