Sr. Customer Success Operations Lead, Cash App

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:

• 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 e