Sr. Customer Success Operations Lead, Cash App job in Portland
Portland, Oregon Block
Job Ref: | 743999978322193 |
Employer: | Block |
Job Type: | Full-time |
Additional Compensation Details: | Competitive |
Location | |
State: | Oregon |
City: | Portland |
Post Code: | Not specified |
Map: | United States, Oregon, Portland (Show on map) |
Description | |
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 style will ensure that our outsourced partners are thriving contributors to achieving our goals and excellence in customer care. You will deliver: Strategic Oversight of Multi-Partner Operations:
Operational Excellence in Outsourced Operations:
Senior Leadership in Cross-Functional Partnerships:
Enhanced Communication and Leadership:
Strategic Problem Identification and Management:
Demonstrated Competencies: Advanced Management of Outsourced Operations:
Strategic and Analytical Thinking:
Leadership and Communication:
Process Management and Cross-Functional Navigation:
Visionary Leadership and Business Acumen:
Complexity Management and Decision-Making:
Drive for Results:
Team Building and Empowerment:
Qualifications Educational and Professional Experience:
Preferred Specialized Knowledge:
Travel Requirements:
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:
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. |
ref: (743999978322193) 16 days ago
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