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Company Description It all started with an idea at Block in 2013. Initially built to take the...

Customer Success Lead Operations Senior

$148k - $223k · Senior Fully remote

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Scientist Data Science Crypto Defi

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Sr. Customer Success Operations Lead Cash App

Cash App OR Portland US

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$148k - $223k · Senior Full-time Posted over 1 year ago 9 min read

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

In this critical role, you will manage a multi-partner, fully outsourced, channel-focused customer support operation. Your responsibilities include the orchestration and oversight of the performance of a large-scale operational function, supporting the activities and functions of hundreds of specialized customer support agents. As a seasoned and dynamic leader, your role within the Customer Success organization is pivotal and calls for a visionary leader adept at driving performance through strong business acumen, ability to influence external teams’ performance, and exceptional people leadership.

Your mandate is to lead and strategically govern the entirety of specific areas of focus within our outsourced operation. This includes owning a particular grouping of skills/contact drivers and accountability for the quality of the service we deliver to customers, working in close collaboration with L&D, Shared Services, Machine Learning Data Science, WFO, QA, and HR. Your efforts will be geared towards aligning operational structures, tools, and information to maximize customer satisfaction, achieve business objectives, and meet key performance goals.

Beyond operational oversight, you will act as a strategic liaison across diverse departments across Cash Customer Operations (CCO) and product, engineering, financial partnerships, marketing, and finance, which are crucial in delivering on Cash App’s strategic priorities. Your primary focus will center on driving performance results through data-driven operational excellence, continuous process, and quality improvement, and the development of your team members’ skills, as measured against established objectives and key results (OKRs), Key Performance Indicators (KPIs),

In this role, your leadership will be instrumental in setting the standard for partner performance, operational efficiency, and cross-functional leadership. Your strategic decisions and management >
You will deliver:

Strategic Oversight of Multi-Partner Operations:

Develop and maintain governance models for multiple BPO partners, ensuring compliance with operational standards and metric-based goals
Perform strategic reviews and evaluations of partner operations, focusing on continuous improvement and ensuring partner teams are accountable and performing to stated objectives
Provide high-level direction and support to Customer Success Leads, focusing on operational management, quality oversight, and SLA adherence in our outsourced model

Operational Excellence in Outsourced Operations:

Drive operational excellence across partner teams, emphasizing the quality of our customer interactions, productivity, and adherence to staffing, adherence, shrink, and other critical operational targets. Guide partner teams’ senior leadership to ensure performance meets contracted performance requirements and effective resource allocation
Implement data-driven decision-making processes for continuous operational improvement

Senior Leadership in Cross-Functional Partnerships:

Develop and maintain productive cross-functional partnerships, ensuring alignment of partner operations with internal team goals
Lead strategic planning initiatives, identifying performance trends, and devising solutions to enhance customer-facing and operational KPIs
Facilitate high-level meetings with internal and external teams for performance reviews, consistent alignment, and problem resolution

Enhanced Communication and Leadership:

Lead with exceptional communication skills, ensuring clarity and effective messaging across all team levels and external interfaces
Develop and implement strategic communication plans aligned with organizational goals, fostering transparency and collaboration
Cultivate a culture of mutual understanding and effective information exchange between internal and external stakeholders

Strategic Problem Identification and Management:

Proactively identify and define complex issues, ensuring a deep understanding of team workflows and processes
Serve as the primary liaison with CCO Shared Services, orchestrating cross-functional collaboration for holistic problem-solving
Oversee the development and implementation of strategic solutions, leading initiatives to streamline processes and enhance customer experience

Demonstrated Competencies:

Advanced Management of Outsourced Operations:

Proficient in overseeing outsourced customer care operations, requiring comprehensive experience in scaled outsourced customer support environments
Skilled in managing complex multi-partner environments and upholding consistent service delivery standards

Strategic and Analytical Thinking:

Proficient in strategic planning, problem identification, and proactive solution development
Strong analytical skills for operational improvement and data-driven strategies

Leadership and Communication:

Proven ability to lead large teams within an outsourced environment
Exceptional communication skills for effective multi-layered interactions

Process Management and Cross-Functional Navigation:

Efficient in organizing activities, navigating complex situations, and influencing stakeholders
Ability to simplify complex processes and maximize resources

Visionary Leadership and Business Acumen:

Communicate compelling visions, understanding the business and industry trends
Awareness of competition market strategies and industry best practices

Complexity Management and Decision-Making:

Simplify complexity, define problems, explore multiple sources of information, and make effective decisions

Drive for Results:

Consistently achieve goals, with a strong orientation towards results and quality output
Steadfast in pushing self and external teams towards high performance

Team Building and Empowerment:

Blend individuals into teams, especially in remote or outsourced setups
Foster open dialogue, empower team members, and define success in terms of team achievements

Qualifications

Educational and Professional Experience:

BA/BS degree or equivalent experience
8+ years in senior management roles within Customer Care, with a required focus on managing large-scale operations. Experience in outsourced operations is preferred
Proven expertise in leadership roles, specializing in BPO vendor management and operational excellence. This role is not limited to Vendor Management functions but extends to driving operational success in partnership with BPO vendors, ensuring operational efficiency and partner performance optimization

Preferred Specialized Knowledge:

Deep understanding of the fintech industry's customer care standards and practices
Expertise in Banking, E-Commerce, and Payments

Travel Requirements:

This role necessitates frequent travel, including international trips, to ensure effective coordination and management. Candidates should be ready and comfortable with a significant amount of travel, as it is a critical aspect of successfully fulfilling the responsibilities of this position. Minimum travel: International up to six times/year; domestic up to six 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 $148,700 - USD $223,100

Zone B: USD $138,300 - USD $207,500

Zone C: USD $130,900 - USD $196,300

Zone D: USD $123,400 - USD $185,200

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.

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