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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.
Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.
Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.
Check out our locations, benefits and more at cash.app/careers.

Job Description

This position will Lead a Messaging Operations Team of approximately 3-9 Partner Success Specialists (PSS) focused primarily on supporting our Partner team in the area of Messaging Support for all Cash App products. This role has material cross-functional collaboration requirements within our external Partner Organization as well as Cash App and with our third party banking relationships. Primary focus will be on daily operational management including: Liaison with internal Messaging Teams, Partner relationship management, people development, workflow efficiency management, resource allocation, and all things Messaging Support.

Operational Management

• Strategic Planning

• Workflow/workforce planning and management

• Management Reporting & Metrics

• Leadership & Mentorship

• System Tools(internal/external) integration & build

• Industry Expertise (Banking, E-Commerce, Payments)

• Alignment with internal Messaging priorities

• Execution of those priorities with Partner Teams

Cross-Functional Projects/Partnerships

• Partner with Customer Operations, Voice of Customer, Knowledge and Readiness, CCO Success, Business Process Improvement channels, and Cash Product on projects directly associated with the department

• Partner with Vendor Manager, third-party vendors or other external partnerships (as needed)

Leading a Team

• Manage a team of high performing individuals in fast-paced environment

• Ability to mentor, coach and lead with a bottom up approach

• Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures

• Recognize and Reward talent; ensure accountability at all levels within the team roles

• Manage individual performance to metrics and provide ongoing insight and coaching

*This position is open to Portland, St. Louis, Philadelphia, Atlanta, OR Remote

Qualifications

• BA/BS degree or related experience

• 6+ years of work experience with 3+ years of direct people management experience required or equivalent experience 

• Past product or project management experience

• A passion for developing teams and employees

• Experience building and scaling Customer ops teams

• The ability to effectively influence and communicate cross-functionally

• Creative problem-solving abilities

• Natural curiosity to dig deep to understand behavior

• Strong analytical skills

• Bilingual Spanish Speaker (preference but not required)

• Passion for providing world class customer support

• Ability to build strong business relationships with our external Partner organization(s)

Additional Information

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.