Tooling Strategy Head (Customer Success, Sales, And Account Management)

Job Description
The Growth Data &
Strategy team is responsible for building the vision, driving data-driven programs, and defining tooling strategies to increase Sales, Customer Success (CS), and Account Management (AM) teams’ efficiency and effectiveness and improve the experience of businesses that use Square’s ecosystem of products.
In this role, you will lead a team of Technical Program Managers that support Sales, CS, and Account Management teams in tooling and system decisions, as well as tooling focused project execution. Your team will identify technology opportunities, help define the tooling vision, streamline tech stack, scope solutions, assess trade-offs &
risks, align cross-functional stakeholders, and drive execution of programs in partnership with Engineering, and Product Teams.
With offices in the US, Canada, Japan, Ireland, Australia, Poland, Taiwan, and Guatemala, our goal is to improve both quality of the operations, increase cost efficiency, while fostering innovative solutions (e.G. GenAI).You will report to the Head of Growth Data and Strategy.
You Will:
Manage a team of Technical Program Managers (both ICs and leads) who are responsible for designing, documenting, building, and executing on essential strategic system/infrastructure programs to propel the Sales, CS, and Account Management organizations towards realizing our global vision and strategy
Become an expert on our business processes and technology platforms ecosystem
Build the tooling and system vision for Sales, CS, and Account management
Manage portfolio of tooling projects to achieve above vision
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 Sales, AM, and 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 business partners, Finance, systems, engineering, and technology partners