Head of Support Quality Management

1 week ago

San Francisco, California, United States Block Full time

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
Job Description
As the VP of Support Quality Management for Cash Customer Operations (CCO), you will be responsible for designing and building our operational and customer experience quality program from the ground up. You will deliver the strategic vision of our Quality Management team, set goals, prioritize tasks, guide investment decisions, and lead methodical execution to ensure regulatory and external partner compliance. You will oversee the quality assurance and quality control efforts and design and drive a program that produces data, insights and recommendations that enhance customer satisfaction, mitigate operational and customer risk and ensure a high level of process and procedural quality. In this role you would report to Cash App's Global Head of Customer Operations.
You will:

  • Plan, execute, and evaluate results of quality audits/reviews and control/operational integrity initiatives
  • Lead the Quality Management Team's focused review and internal controls assurance, testing assurance, technology/systems assurance, and external and regulatory audit management
  • Lead a team responsible for developing processes for identifying emerging trends through data gathering and analysis
  • Use your deep understanding and ability to innovate to envision and execute on programs covering customer experience quality, procedural and compliance adherence and quality, and decision and outcome accuracy and quality
  • Influence and collaborate with stakeholders across Support, Risk Operations, Legal, Compliance, and Product.
  • Own decision-making on complex trade-offs that balance the customer experience, operational scalability, and business impact.
  • Be driven by Block's purpose of economic empowerment

Qualifications
You Have:

  • 15+ years of audit (internal and/or external), quality assurance/review, internal controls and assurance, risk management, corporate governance, compliance and/or related experience with a strong preference for experience in banking and/or financial services
  • 10+ years of experience in banking and/or financial services and scaled customer support or call center experience with a deep understanding of operations functions and quality management concepts
  • 10+ years of people leadership experience with experience managing managers and multiple sub-teams
  • Experience in executing internal investigations and reviews, with a focus on internal, financial and operational controls and processes.
  • Rich background in client management, data analysis, and resource management and in building executive level partnerships with global outsourcers
  • Experience leading and managing a high performing, high impact team that consistently delivers with a preference for leadership experience in the regulated financial services industry
  • Incredible business sense and a high degree of comfort with ambiguity. You've built functions, teams, and/or processes from scratch.
  • Quantitative and analytical abilities to analyze an issue, use data to problem solve and determine prioritization, and create a framework for a compelling and inspirational business strategy.
  • Excellent written and verbal communication and narrative story-telling skills. You can frame and distill complex information appropriately for different audiences and are comfortable presenting to Cash App's most senior leaders.

Qualifications
You Have:

  • 15+ years of audit (internal and/or external), quality assurance/review, internal controls and assurance, risk management, corporate governance, compliance and/or related experience with a strong preference for experience in banking and/or financial services
  • 10+ years of experience in banking and/or financial services and scaled customer support or call center experience with a deep understanding of operations functions and quality management concepts
  • 10+ years of people leadership experience with experience managing managers and multiple sub-teams
  • Experience in executing internal investigations and reviews, with a focus on internal, financial and operational controls and processes.
  • Rich background in client management, data analysis, and resource management and in building executive level partnerships with global outsourcers
  • Experience leading and managing a high performing, high impact team that consistently delivers with a preference for leadership experience in the regulated financial services industry
  • Incredible business sense and a high degree of comfort with ambiguity. You've built functions, teams, and/or processes from scratch.
  • Quantitative and analytical abilities to analyze an issue, use data to problem solve and determine prioritization, and create a framework for a compelling and inspirational business strategy.
  • Excellent written and verbal communication and narrative story-telling skills. You can frame and distill complex information appropriately for different audiences and are comfortable presenting to Cash App's most senior leaders.

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