Issuing and Deposits Operations Lead

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 50+ 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.
The Role
The Issuing and Deposits Operations Lead will be responsible for overseeing the operational efficiency of a range of our Issuing and Deposit products, ensuring a smooth and uninterrupted service to our customers. This includes identifying and solving operational gaps, managing product configurations, handling customer support escalations and issuer chargebacks.
The role will sit in our Issuing team and report to the Head of Issuing Strategy, Partnerships and Operations. This team is responsible for delivering and maintaining a world-class card issuing service and is responsible for innovating with product teams along with establishing strategic direction for cards and actively managing the external ecosystem partners including networks, banks and vendors.
This role requires a strategic thinker with a keen eye for detail and a passion for operational excellence. You can effortlessly connect the dots between how products are built, and how products are used and have the ability to collaborate with cross functional teams to ensure seamless product delivery.
You will:

• You will lead a dynamic team in an environment that is constantly changing. You will direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards.
• Develop and refine execution level strategies: Gain a deeper understanding of the current Operations and identify opportunities to improve business outcomes while also surfacing wins to executive leadership.
• Manage technical solutions, operational processes, and workflow efficiency. Ensures smooth day-to-day operations, including reliability and scalability of our systems and processes. Coordinates with internal teams to optimize processes (Product, Compliance, Legal, Data Science, Engineering, etc.).
• Lead vendor relationships for any applicable operational tools/systems. Contributes to the design of information flows, funds flows, workflows, and documents the connectivity of systems and processes for all issuing and deposits products and partnerships.
• Identify procedural gaps in existing workflows and work to resolve them with optimization, process, automation, and data.
• Have a clear understanding of settlement flows and cross system requirements for existing processes and new initiative requirements.
• Implement structured workflow, guidelines and operational effectiveness measures to evaluate and improve team we performance
• Manage the development, implementation and continuous improvement of policies, procedures and systems.
• Work closely with diverse teams, including the GTM and product teams, throughout all project phases, from initial development to implementation.
• Stay informed about industry trends, best practices, and emerging technologies to drive innovation and maintain a competitive edge.
• Collaborate cross-functionally with counterparts throughout the business.
• Cultivate strong working relationships with all business partners, communicate strategy, and resolve issues.

You have:

• 12+ years experience in a customer facing delivery, implementation, product or technology consulting role. Bonus points for experience in high growth technology companies or Fintech Banks.
• Strong understanding of the payments ecosystem in the card issuing and tokenization space.
• Understanding and background of the fintech regulatory environment impacting issuance and deposit products.
• Confidence working with technical and non-technical cross-functional teams; you are able to understand and articulate customer needs, while understanding how things work so you can troubleshoot issues with technical teams and advise on product solutions
• Solution oriented w/ strong analytical skills. Experience with data reporting & dashboards, identifying trends and creative problem solving
• Proven abilities to ask the right questions and to use sound business judgment when collaborating with a wide range of partners (external and internal)
• Effective and mature communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in technical and business discussions
• Excellent leadership skills with the ability to develop talent, build strong cross-functional relationships and work collaboratively. Experience in building trusted relationships and influencing others (including executive audiences)
• Self-starter who leans in and can multitask in fast-paced and often ambiguous environments

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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:
$189,000 - $283,600 USD
Zone B:
$189,000 - $283,600 USD
Zone C:
$189,000 - $283,600 USD
Zone D:
$189,000 - $283,600 USD
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.