Cash Customer Operations Program Manager

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

We are seeking an experienced and dynamic Program Manager to join our team. The ideal candidate will have a strong background in product and customer operations, and a proven ability to apply industry standard methodologies to achieve specific business objectives. In this role you will be responsible for managing and overseeing a group of interconnected initiatives, and you will provide guidance and strategic direction to a diverse group of teams and stakeholders while ensuring strong program performance and alignment with organizational goals.

You Will:

• Own the CCO relationship with other Cash teams for the program(s) you’ll oversee.

• Understand the products, business strategy and roadmap for the Cash abstraction(s) you support.

• Work with teams within the program(s) you support to assess new products, enhancements or initiatives.

• Develop and implement strategies for the program(s) you oversee that are aligned with organizational goals.

• Create and oversee project documentation, including timelines, milestones, and resource allocation.

• Identify potential risks to program success, communicate to relevant stakeholders, and develop mitigation plans.

• Proactively address issues to prevent disruptions to program timelines and deliverables.

• Oversee the utilization of assigned resources to ensure progress towards program timelines and deliverables. 

• Make data-driven decisions to optimize resources.

• Regularly review and analyze program performance against established metrics.

• Develop utilization and success metrics for initiatives within the program(s) you support and collaborate with data teams to design and implement

Qualifications

Must have: 

• 5+ years of experience in a program management or similar role

• Experience documenting cross-functional business and technical requirements (e.g. Product Requirements Docs, Business Requirement Docs)

• Experience working with product and technical teams to build and deliver end-to-end programs with knowledge of the underlying lifecycles, platforms and technologies

• Experience segmenting and prioritizing large multi-quarter projects into pilots and future iterations

• Ability to indirectly lead, influence and motivate cross-functional teams and business owners to achieve program timelines and deliverables

• Ability to frame and distill complex information appropriately and are comfortable regularly presenting to different audiences

• Analytical mindset with the ability to identify and solve problems efficiently

• Demonstrated success in problem solving; comfortable getting in the weeds if necessary to understand, explain, and solve a problem

Nice to have: 

• Certification in project, program, or change management (e.g., PMP, PgMP, LSS, CCMP)

• Familiarity with regulatory compliance and information security

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 $111,700 - USD $167,500
Zone B: USD $103,800 - USD $155,800
Zone C: USD $98,200 - USD $147,400
Zone D: USD $89,400 - USD $134,000

To find a location’s zone designation, please refer to this