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Square

Learning Design Lead, Customer Success

Full-timeLead designer$125,600-$153,600 Remote
Health insurance
Paid time off
This job offer is closed.
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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.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, 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

Works with Customer Service Leads and Learning Experience Designers to track the performance of all Learning & Development programs to ensure strategies are effective in meeting global business goals. Provides direction and leadership to the learning design team in executing core learning programs and functional competencies. Works closely with all regional leaders and functional areas to create and deliver effective training to support continued people development within Customer Success. Foster a collaborative environment that supports engagement, empowerment, discovery, and innovation. Ensure effective planning and management of the team capacity and quarterly roadmap.

You Will:

  • Lead a team of Learning Experience Designers to develop learning materials and experiences in support of Customer Service
  • Develop team's technical and functional expertise
  • Extensive experience in instructional design
  • Coordinate with cross-functional organizations to align the team's strategy with broader organizational objectives and learning strategies
  • Develop a robust roadmap strategy for learning experience design pulling in relevant industry insights and leverages tooling and process advancements for your team.
  • Drive the use of performance support using WalkMe as an instructional strategy
  • Manage the team's capacity and allocations using strong project management skills
  • Leverage strong stakeholder management skills with demonstrated ability to effectively partner with senior level executives and others across several functions
  • Utilize the ability to pull together cohesive presentations, narratives, proposals, etc
  • Draw meaningful insights from data to create strategy, tell a narrative and operationalize solutions
  • Create an effective learning object storage process for organizing e-learning project-related source files and other materials
  • Schedule periodic course reviews for any updates needed; schedule the expiration of training courses, if appropriate
  • Track documentation and version control of all revisions and updates, etc.

Qualifications

You Have:

 

  • Minimum of 5 years of business experience, including 8 + years of learning and development experience
  • Proven track record consulting business leaders and designing, developing, and implementing high-impact and innovative service strategy solutions, using blended approaches, e-learning, and virtual delivery methodologies
  • Experience leading people & organizational change initiatives
  • Bachelor's degree required, Master's Degree a plus
  • Strong technical skills, analytical thinking, and an outstanding ability to operationalize national learning programs
  • A strong sense of affinity with the rapid pace of a growing and dynamic business
  • Strong communication skills - verbal, written, and presentation
  • Strong strategic, planning and organizational skills
  • Experience with WalkMe

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 $125,600 - USD $153,600
Zone B: USD $116,800 - USD $142,800
Zone C: USD $110,500 - USD $135,100
Zone D: USD $100,500 - USD $122,900

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. 

Benefits include the following:

  • Healthcare coverage
  • 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
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits 
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

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.

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.

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.

Questions & answers for this position
  • What is the type of contract for this position?
    The contract for this position is a Full-time contract
  • What's the salary range for the Learning Design Lead, Customer Success position?
    The suggested salary for this position is $125,600-$153,600
  • Is telecommuting possible for this position?
    Yes, telecommuting is possible for this position
About Square
Block, Inc., formerly Square, Inc.,
Website
Industry
FinTech, Hardware
Founded
2009
Size
1000+ employees

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