Program Manager, Cash App Customer Operations

Square

Square

Customer Service, Operations
Melbourne, VIC, Australia
Posted on Thursday, June 20, 2024

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 within the Commerce team supporting Cash App, Afterpay, and Clearpay. 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:

  • Understand the products, business strategy and roadmap for the 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

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

  • Collaborate with Content, L&D, Business Systems, Legal, Compliance, and Operations teams across projects to identify and deliver operational requirements to launch new features and workflows

  • Understand high level dependencies on teams within the Cash App and Afterpay organizations

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

  • Ability to work a flexible schedule with stakeholders in US time zones approximately 40-50% of the time.

Nice to have:

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

  • Familiarity with regulatory compliance and information security

Technologies we use:
Google Suite, Slack, Looker, Jira, Salesforce, Notion, Asana, Airtable, Snowflake, LucidChart

Additional Information

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, based solely on the core competencies required of the role at hand, and without regard to any 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, 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.