Head of Special Operations

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 a highly motivated, deeply experienced and resourceful leader to design, inspire, lead and scale our multi-channel Customer Success organization for Cash App and create the future vision of how we'll serve customers. You will influence and inspire a team of passionate customer advocates and their leaders, coaching them to success while you help dream up and build out a world class operation. You will define how Cash App will optimize multiple channels, including Social, Lending, Brokerage and Tax Products. This role will be instrumental in developing and reinforcing Cash App's team culture, driving customer happiness, and promoting employee success and supporting career progression.
In this role, you will serve as a cross-functional leader inside the company, working with product, engineering, design, business development, marketing, and finance to drive a culture of customer-first supportability. You'll manage the operations of the Customer Success team to ensure we achieve Cash App's most important strategic priorities and underpin our obsession with customer focus and mindset. You will set, track, manage and evolve our operational Key Performance Indicators (KPIs) weekly, quarterly and overall, and act as an advocate and leader for our front-line team members, interacting with training, recruiting, analytics, workforce management, Voice of the Customer (VoC), and engineering and technology teams who are critical to making our customers successful. This senior role will be a blend of managing the performance of internal employees and partner performance through influence and motivation.
The right candidate for this role will demonstrate success by:

• Utilizing deep product and industry knowledge in financial technology or banking to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for support
• Coaching and mentoring team members with a focus on professional development and upstream, preventative, future-proof thinking
• Driving improvements in customer satisfaction across channels by understanding the opportunities and support needs of our customers and how our teams can best respond
• Owning the efficiency and quality balance of the Customer Success operation, smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future
• Developing and managing the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates
• Treating the Customer Success operation as a product at Cash App, innovating, experimenting and iterating on the customer experience
• Developing and leading end-to-end holistic project plans and ensuring on-time delivery of critical customer success initiatives
• Gathering and synthesizing relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the team
• Scaling the Customer Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and working tirelessly to empower the front-line advocates
• Experience managing vendor partner relationships and performance management

Qualifications

• A relevant BA/BS degree or related experience
• 15+ years of relevant customer support or banking operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale
• Vendor management or partner outsourcing support operations experience is required
• Past product and/or project management experience and deep background scaling complex operations from inception to hundreds of team members, particularly within a technology or financial services company
• Experience creating, building, optimizing B2C Customer Success operations, particularly in a fast-paced startup or tech environment, and experience with leading partner (BPO) teams to achievements equivalent to internal teams
• The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills
• Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale
• A passion for consumer financial services and ensuring an outstanding customer experience

Qualifications

• A relevant BA/BS degree or related experience
• 15+ years of relevant customer support or banking operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale
• Vendor management or partner outsourcing support operations experience is required
• Past product and/or project management experience and deep background scaling complex operations from inception to hundreds of team members, particularly within a technology or financial services company
• Experience creating, building, optimizing B2C Customer Success operations, particularly in a fast-paced startup or tech environment, and experience with leading partner (BPO) teams to achievements equivalent to internal teams
• The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills
• Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale
• A passion for consumer financial services and ensuring an outstanding customer experience