Product Head of Support Product

1 month ago

San Francisco, California, United States Cash App Full time

Job Description

Cash App's top strategic business priority is trust. Building deep trust with our customers allows us to deepen our financial relationship with them, introduce them to new products, increase our share of wallet for each service, and expand our customer base.

We want customer support to be a key reason why people trust Cash App with their money. We want to build lasting trust with customers by making it easier to get help that resolves their issues.

You Will

Define the product strategy, roadmap, and prioritization end-to-end across the entire support from customer channel experience and automation to agent tools
Deeply understand the needs of agents and customers to guide the overall Support Product team
Partner with the Customer Operations team to achieve overall support goals
Coach and develop four Product Managers, and improve the performance of the cross-funcational teams
Partner with peer Leads across Designer, Client Engineering, Server Engineering, Machine Learning Modeling, Machine Learning Engineering, and Data Science

Qualifications:
Qualifications
14+ years of product management or equivalent experience with experience in product support at scale
People management and experiment leading teams: demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while achieving organizational objectives.
Shown high agency and attention to detail driving product teams forward daily
Defined and owned a roadmap without much guidance
Displayed strong customer empathy and experience shaping product direction and execution based on customer needs
Resilience and experience driving cross-functional product initiatives in a successful way
A hunger to tackle complicated and impactful product & business problems
Appreciation for product design and the customer experience
Strong strategic thinking, problem solving, and logical structuring abilities
Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
Experience working with and building tooling for large-scale operational teams
Expertise and passion working with Machine Learning / AI to deliver operational efficiency

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 $290,000 - USD $435,000

Zone B: USD $290,000 - USD $435,000

Zone C: USD $290,000 - USD $435,000

Zone D: USD $290,000 - USD $435,000
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.
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_** ** .**

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. Because the material duties of this role involve direct or indirect access to sensitive personal or financial data, a criminal background check is required following a contingent offer of employment.

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.

  • Head of Content

    1 month ago

    San Francisco, California, United States Product Hunt Full time

    Product Hunt has a massive opportunity. Our solid social media reach is over 500k Twitter followers and 80k LinkedIn followers. Our newsletters have a solid open rate. Product Hunt SEOs really well with our high domain authority. And our content brings in half of our revenue.We believe Product Hunt can have a much higher reach alongside (and due to) higher...

  • Head of Product Strategy Summit

    2 weeks ago

    San Francisco, California, United States Product-Led Alliance Full time

    Product Strategy Summit - Engage in a transformative experience at the Product Strategy Summit, where you will have the opportunity to learn from esteemed industry leaders and connect with fellow senior product strategists. This event fosters a collaborative atmosphere for exchanging insights and best practices.During this summit, you will:Uncover strategies...

  • Head of Design

    1 month ago

    San Francisco, California, United States Product Hunt Full time

    We're beginning a new era of Product Hunt. As our first designer, you'll be the strategic design voice as we build Product Hunt's next chapter, and also apply your craft to make it happen.Your challenge? Learn our product inside out, learn what our users need and the problems we are trying to solve. Explore and test different ways to leverage design to make...

  • Lead Product Strategist

    2 weeks ago

    San Francisco, California, United States The Product Folks Full time

    About The Product FolksAt The Product Folks, we are dedicated to enhancing lives through innovative product solutions. Our commitment begins with fostering a diverse, inclusive, and open workplace.We connect users with transformative products that redefine their experiences. We seek product managers who possess outstanding creative, strategic, and analytical...

  • Lead Product Strategist

    2 weeks ago

    San Francisco, California, United States The Product Folks Full time

    About The Product FolksAt The Product Folks, we are dedicated to enhancing lives through innovative solutions in the product landscape. Our commitment to fostering an inclusive and diverse workplace is at the core of our mission.We are in search of experienced product managers who possess exceptional creative, strategic, and analytical capabilities to propel...

  • Lead Product Strategist

    2 weeks ago

    San Francisco, California, United States The Product Folks Full time

    About The Product FolksAt The Product Folks, we are dedicated to enhancing lives through innovative transportation solutions. Our commitment to fostering an open, inclusive, and diverse workplace is at the core of our mission.We connect individuals to transformative transportation options, aiming to revolutionize how communities engage with mobility. We seek...

  • Lead Product Strategist

    1 week ago

    San Francisco, California, United States The Product Folks Full time

    About The Product FolksAt The Product Folks, we are dedicated to enhancing lives through innovative solutions in the transportation sector. Our commitment to fostering an inclusive and diverse workplace is paramount as we strive to connect individuals with transformative transportation options.We are seeking experienced product managers who possess...

  • Lead Product Strategist

    1 week ago

    San Francisco, California, United States The Product Folks Full time

    About The Product FolksAt The Product Folks, we are dedicated to enhancing lives through innovative transportation solutions. Our commitment begins with fostering a community that values openness, inclusivity, and diversity.Role OverviewWe are in search of experienced product managers who possess outstanding creative, strategic, and analytical capabilities...

  • Lead Product Strategist

    1 week ago

    San Francisco, California, United States The Product Folks Full time

    About The Product FolksAt The Product Folks, we are dedicated to enhancing lives through innovative solutions in the transportation sector. Our commitment lies in fostering a culture that is open, inclusive, and diverse.Role OverviewWe are in search of a Senior Product Manager who possesses outstanding creative, strategic, and analytical capabilities to...

  • Head of Product Engineering

    2 weeks ago

    San Francisco, California, United States 18C Partners Full time

    18C Partners is a specialized search firm focused on engineering leadership, dedicated to connecting diverse talent with leading technology organizations. Our mission is to assist high-growth companies in building inclusive engineering teams.We collaborate closely with Founders, Engineering Leaders, and Talent Acquisition Heads at both emerging startups and...

  • Head of Product Engineering

    2 weeks ago

    San Francisco, California, United States 18C Partners Full time

    18C Partners is a specialized search firm dedicated to engineering leadership, focusing on the placement of diverse executives. We collaborate with leading technology firms across the United States to enhance their engineering teams through inclusive practices.Our approach involves close partnerships with Founders, Engineering Leaders, and Talent Acquisition...

  • Head of Product Engineering

    2 weeks ago

    San Francisco, California, United States 18C Partners Full time

    18C Partners is a specialized search firm focused on engineering leadership, dedicated to connecting diverse leaders with top-tier technology organizations. Our mission is to assist companies in building inclusive engineering teams across the United States.We collaborate closely with Founders, Engineering Executives, and Talent Acquisition Leaders at both...

  • Product Visionary, Marketplace Innovator

    5 days ago

    San Bruno, California, United States The Product Folks Full time

    We're a company that's been around for over five decades, with a commitment to helping our customers save money so they can live better. Our associates are at the heart of shaping the future of retail, improving millions of lives around the world. This is a place where your passions meet purpose, and you'll play a crucial role in shaping the future of...

  • Head of Product Innovation

    2 weeks ago

    San Francisco, California, United States Collective Full time

    About Collective: Collective is dedicated to transforming the way independent professionals operate. Our innovative technology and team of expert advisors empower our members to attain financial autonomy by managing everything from business formation to accounting, bookkeeping, tax services, and fostering a vibrant community, all within a single cohesive...

  • Head of Product and Customer Marketing

    1 month ago

    San Francisco, California, United States Treehouse Full time

    Join TreehouseWe are hiring a Head of Product and Customer Marketing to join our team The Head of Product and Customer Marketing will play a critical role in laying the foundation for Treehouse's go-to-market strategy. You will build a deep understanding of Treehouse's target partner segments, our unique value propositions and the critical role we play in...

  • Head of Product Strategy

    2 weeks ago

    San Francisco, California, United States Crypto Recruit Full time

    Head of Product Strategy - Cryptocurrency/Blockchain Company:Join an innovative start-up that is pioneering a cryptocurrency ecosystem built on a cutting-edge third-generation blockchain. Our mission is to redefine security standards for buyers while addressing critical challenges in game development financing.Key Responsibilities:Oversee all aspects of...

  • Head of Product Engineering

    3 days ago

    San Francisco, California, United States Lionheart Ventures Full time

    About the RoleWe are seeking a highly experienced and skilled Head of Product Engineering to join our team at Lionheart Ventures. As a key member of our leadership team, you will play a crucial role in shaping the future of our engineering organization and contributing to our mission of developing safe and ethical AI.Key Responsibilities:Lead Engineering...

  • Head of Product Marketing Strategy

    2 weeks ago

    San Francisco, California, United States Operant AI Full time

    Job OverviewHead of Product Marketing StrategyOperant AI is in search of a Head of Product Marketing Strategy to enhance our core marketing team. This role is pivotal in shaping our messaging, competitive positioning, sales support, and content strategy, reporting directly to the Chief Marketing Officer. The successful candidate will possess a profound...

  • Head of Product Reliability Engineering

    2 months ago

    San Francisco, California, United States Block Full time

    Company DescriptionIt 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...

  • Head of Marketplace Product Strategy

    2 weeks ago

    San Francisco, California, United States Swing Education Full time

    Job OverviewABOUT SWING:Established in 2015 by former K-12 educators and administrators, Swing Education has emerged as a premier platform dedicated to aiding school districts in securing reliable and highly qualified substitute teachers. Recently honored as the Most Innovative Company in Education by Fast Company and recognized as a Great Place to Work in...