Customer Success Operations Lead, Cash App

Company Description
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
The Customer Success Operations Lead is directly responsible for the day to day management and leadership of a fully outsourced, global multi-partner operation. Reporting directly to the Sr. Customer Success Operations Lead, your role is to ensure that the daily performance of our BPO partners is evaluated and managed to drive exceptional operational results which delight and build trust with our customers. You understand key performance metrics, operational efficiencies and why they are important to both the customer experience and the business. You know how to ensure partners are set up for success and hold them directly accountable to meet our high performance standards. You are excited about identifying critical trends, running gap analyses, and managing outcomes to high performance targets through the use of data and customer experience best practices. In addition to managing BPO partner teams, you have proven cross-functional collaboration skills to manage collaborative efforts with internal teams such as Quality Assurance, Learning & Development, Content, Tooling and Systems, and Workforce Management to drive continuous improvement and deploy smart solutions that achieve targeted results. You bring strong business acumen and a demonstrated ability to influence, communicate, and strengthen relationships to help us build our incredible global CS operations team now and into the future.
You will be responsible to manage and drive high performing BPO partner teams through standardized operational excellence and CS best practices. You will implement strategies set by the leadership team and are the key communicator and driver of daily operational performance across global partners, in alignment with Cash customer experience strategies and operational expectations, always demonstrating Cash values and behaviors in your approach.

• Deploy effective partner management tools, methodologies, and communication practices to maximize partner performance, operational efficiencies and customer delight
• Define and execute customer support industry best practices to achieve operational success consistent with contracted requirements, Cash App business needs, and customer expectations
• Track and own key performance metrics and evaluate and steer operational teams against expected results, driving continuous improvement efforts to achieve KPIs on a daily, weekly and monthly basis through operational best practices
• Use data to understand, manage and directly influence operational performance by identifying trends, utilizing root cause analysis and deploying effective solutions

• Ensure operations workflows are aligned to finance and industry best practices and regulatory requirements (Banking, E-Commerce, Payments)

• Audit and identify resource and workflow gaps and partner with support functions, such as Quality Assurance, Content, Learning & Development to optimize performance
• Align on internal Customer Success priorities and manage execution of those priorities with Partner teams
• Contribute to the enhancement and integration of internal and external support tools, and participate in the needs assessment, development and rollout of new system tools
• Bring a creative approach to problem solving and how we can most effectively support our customers
• Understand the mission of Cash App and can translate the day to day work into actions, behaviors and results that help us achieve our mission with our global partners

Within the first six months, you will have:

• Developed effective working relationships with all BPO partners built on trust, transparent communication and aligned ways of working
• Rolled out and established management practices for customer success operating models across BPO partners
• Established daily performance management practices so that key performance metrics are understood, managed and continuously improved upon
• Developed strong working relationships with internal cross-functional teams to ensure thoughtful feedback loops are in place to drive operational excellence

Qualifications

• 5+ years of customer support experience, highly preferred
• 3+ year of BPO management experience, a significant plus
• Ability to drive results through influence and development of effective operating practices
• Experience building and scaling customer operations teams
• Creative problem-solving abilities
• Strong analytical skills with demonstrated data literacy and business acumen
• The ability to effectively influence and communicate cross-functionally
• Flexibility with capacity to context shift, while staying focused on priorities and objectives
• BA/BS degree or related experience

• Ability to travel: international up to four times/year; domestic up to four times/year

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 $122,900 - USD $184,300
Zone B: USD $114,200 - USD $171,400
Zone C: USD $108,200 - USD $162,200
Zone D: USD $98,300 - USD $147,500
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:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• 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 (including 12 paid holidays)
• 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)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits

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.
US and Canada EEOC Statement
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.
We've noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @ block.xyz , @ squareup.com , @ tidal.com , or @afterpay.com, @ clearpay.co.uk .
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.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.