Knowledge and Content Strategy Operations Lead

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, 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.
The Role
We are seeking a dynamic and experienced leader to lead our Knowledge and Self Service Operations team. The successful candidate will be responsible for developing and managing our knowledge management strategy, enhancing our self-service capabilities, and ensuring our customers and employees have access to the information they need when they need it. This role requires a strategic thinker with a deep understanding of knowledge management, self-service technologies, and customer experience best practices.
You Will:
Develop and Implement Knowledge Management Strategy:

• Design and execute a comprehensive knowledge management strategy to support organizational goals.
• Ensure the creation, curation, and maintenance of high-quality content across various platforms.
• Promote a culture of knowledge sharing and continuous improvement.

Enhance Self-Service Capabilities:

• Work cross functionally to ensure the maintenance and efficacy of self-service tools and technologies.
• Work closely with Product, TPM and other departments to ensure seamless integration of self-service solutions.
• Monitor and analyze self-service usage and effectiveness, making data-driven improvements.

Customer and Employee Experience:

• Ensure that self-service and knowledge management systems enhance the overall customer and employee experience.
• Gather feedback from users to continuously refine and improve services.

Leadership and Team Management:

• Build and lead a high-performing team focused on strategic knowledge management and self-service operational work.
• Provide mentorship and professional development opportunities for team members.
• Foster collaboration across departments to achieve shared goals.

Metrics and Reporting:

• Establish and monitor key performance indicators (KPIs) for knowledge management and self-service initiatives.
• Prepare regular reports on progress, challenges, and opportunities for senior leadership.
• Use data to drive decision-making and prioritize initiatives.

You Have

• Minimum of 4 years of experience in program management for knowledge management, self-service technologies, or a related field.
• Minimum of 2 years of people leadership experience required, proven leadership experience with the ability to manage and develop a team.
• Strong understanding of knowledge management principles, self-service technologies, and customer experience best practices.
• Excellent communication, collaboration, and project management skills.
• Ability to think strategically and drive initiatives from concept to completion.
• Experience with knowledge management systems (KMS), content management systems (CMS), and customer relationship management (CRM) software.

Technologies We Use and Teach

• Bloomfire (KMS)
• Walkme
• Salesforce (CRM)
• Contentful (CMS)

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.
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.
Zone A:
$148,700 - $223,100 USD
Zone B:
$141,300 - $211,900 USD
Zone C:
$133,800 - $200,800 USD
Zone D:
$126,400 - $189,600 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, and TIDAL, 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.