The Global Program Management and Infrastructure team ensures the smooth and 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 qualities of output and cost efficiency of the global organization, while also ensuring the timely execution of essential strategic projects for the growing Customer Success team. As an Operations Technical Program Manager, you’ll work cross-functionally — with other Customer Success teams, with systems and engineering teams, and beyond — to build toward the global vision of CS. You will report to a Technical Program Management Lead.

Specifically, you will:

  • Become an expert on our business processes and technology platforms; propose and implement improvements through automation and redesign. You are the point of contact that defines and relays requirements between Customer Success and our technology teams.
  • Create technical product requirements, ensuring our systems and technology teams know exactly how to design their solutions to fit the needs of the growing global Customer Success team.
  • You’ll make sure that roadmaps — on both sides — are prioritized appropriately, and that all teams are aligned on product requirements
  • Use your understanding of software development processes to identify dependencies, “long poles,” “blockers,” and execution risks and develop mitigation strategies.
  • Communicate developments, updates, project health, and problems, and manage expectations of all stakeholders – both technical and non-technical.
  • Develop deep, mutually-beneficial working relationships with different partners and stakeholders, including internal product & engineering teams.
  • Work with our technology teams and hold them accountable for the smooth running of our entire tools ecosystem.
  • Align large cross-team projects by guiding annual and quarterly planning processes.
  • Support seamless change management for each infrastructure/system change affecting the global team – ensuring no detail is left out and all impacts are accounted for.

Qualifications

You have:

  • 4+ years of experience in project/program management role(s) leading complex technical projects and/or system implementations.
  • Create clarity from ambiguity and break down complex projects into manageable, interdependent deliverables.
  • Extensive experience documenting and translating cross-functional business to technical requirements (and vice versa) (i.e. writing Product Requirements Documents) in a consolidated matter – ready for multiple project execution.
  • Experience managing trade-offs while running multiple projects given specific constraints, often with competing resources.
  • The ability to understand and deal well with rapid development cycles and to remain flexible in the face of uncertainty.
  • Experience with prioritization and continuous optimization. You can 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.
  • Excellent soft 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 not necessary, but huge pluses!

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 $111,700 – USD $167,500
Zone B: USD $106,100 – USD $159,100
Zone C: USD $100,500 – USD $150,700
Zone D: USD $95,000 – USD $142,400

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