Community Engagement Program Manager

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.

Square’s Customer Empowerment team brings our sellers to the table with legendary experiences that empower entrepreneurial growth and connection. We believe some of the best ideas and strategies for growing a business come directly from our small business community and work tirelessly to elevate them internally and externally. With this in mind, we are committed to turning our seller’s questions into commerce and in making big business ideas every business’ reality.

As Square’s Community Engagement Program Manager, you will help us fulfill our mission by managing programs where business owners from around the world can come together to share ideas, ask questions, solve challenges, and elevate the role of small business owners in our economy. You’ll execute on this vision by leading creative & scalable engagement programs to increase peer to peer connections, conversations, and drive meaningful value for both Seller Community members and Square.

Specifically, you will:

• Leverage quantitative and qualitative data to meet and exceed engagement targets. Monitor community health, and design and test relevant interventions as needed to ensure we reach our goals
• Serve as a point of contact for Square’s moderation partners, meeting regularly with cross-functional leads & peers (most notably, Digital Engagement Team partners) to establish and align on goals, processes & procedures, and progress towards KPIs.
• Evangelize the community internally, working to increase internal adoption and raise overall visibility and engagement across Square’s employee base
• Execute on the Seller Community engagement strategy, and be responsible for sustaining growth and success through measurable KPIs and qualitative feedback.
• Be willing to move beyond the status quo. 😉 Building scalable community programming regularly challenges all team members to think differently, and find better ways to solve problems. We move quickly, and we work with intensity
• Participate in supporting Community activity outside the scope of Community Engagement. Our team wears multiple hats to solve whatever problems we can to support our sellers
• Design & lead quarterly engagement campaigns to target specific verticals/industries, products, and/or identity groups. Responsible for end-to-end project management of ongoing community team driven campaign efforts
• Formalize, launch, and manage global-first engagement programs with scalability top of mind. Examples include, new member onboarding, gamification, member recognition, and ongoing nurture efforts

Qualifications

You have:

• A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of the community
• Experience with the following tools: Khoros (fka: Lithium), Asana, Salesforce, Looker.
• Strong emotional intelligence, that’s balanced by a data-backed, solution-oriented mindset. You’re able to gather quantitative and qualitative data, and distill it into thoughtful opportunity areas and recommended solutions that have clear scope and deliverables
• Experience organizing and facilitating high-quality digital programs from concept to planning, production, execution, and retrospective
• A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You seek out creative ways to leverage the full potential of our existing tools, and advocate for novel solutions
• 3+ years work experience in online community management, user advocacy, or similar role
• Superb communication skills, both written and verbal. You’re able to clearly and concisely communicate an idea, or overall project/ program status. This role will involve a great deal of writing to both internal and external (customer-facing) audiences.
• Preferred experience managing integrated campaigns, moderation programs, and community engagement programs at-scale.
• Experience leveraging different business tactics (data, events, content, campaigns, etc) to influence community acquisition and engagement

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 $103,900 - USD $126,900

Zone B: USD $96,600 - USD $118,000

Zone C: USD $88,300 - USD $107,900

Zone D: USD $77,900 - USD $95,300

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:

• Employee Stock Purchase Program
• Health Savings Account and Flexible Spending Account
• Paid parental and caregiving leave
• Paid Life insurance, AD&D, and disability benefits
• Learning and Development resources
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
• Paid time off (including 12 paid holidays)
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• 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)
• Healthcare coverage (Medical, Vision and Dental insurance)
• Retirement Plans including company match

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.

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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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.