Product Head of Support Product

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
Cash App's top strategic business priority is trust. Building deep trust with our customers allows us to deepen our financial relationship with them, introduce them to new products, increase our share of wallet for each service, and expand our customer base.
We want customer support to be a key reason why people trust Cash App with their money. We want to build lasting trust with customers by making it easier to get help that resolves their issues.

• Define the product strategy, roadmap, and prioritization end-to-end across the entire support from customer channel experience and automation to agent tools
• Deeply understand the needs of agents and customers to guide the overall Support Product team
• Partner with the Customer Operations team to achieve overall support goals
• Coach and develop four Product Managers, and improve the performance of the cross-funcational teams
• Partner with peer Leads across Designer, Client Engineering, Server Engineering, Machine Learning Modeling, Machine Learning Engineering, and Data Science

Qualifications

• 14+ years of product management or equivalent experience with experience in product support at scale
• People management and experiment leading teams: demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while achieving organizational objectives.
• Shown high agency and attention to detail driving product teams forward daily
• Defined and owned a roadmap without much guidance
• Displayed strong customer empathy and experience shaping product direction and execution based on customer needs
• Resilience and experience driving cross-functional product initiatives in a successful way
• A hunger to tackle complicated and impactful product & business problems
• Appreciation for product design and the customer experience
• Strong strategic thinking, problem solving, and logical structuring abilities
• Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
• Experience working with and building tooling for large-scale operational teams
• Expertise and passion working with Machine Learning / AI to deliver operational efficiency

Qualifications

• 14+ years of product management or equivalent experience with experience in product support at scale
• People management and experiment leading teams: demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while achieving organizational objectives.
• Shown high agency and attention to detail driving product teams forward daily
• Defined and owned a roadmap without much guidance
• Displayed strong customer empathy and experience shaping product direction and execution based on customer needs
• Resilience and experience driving cross-functional product initiatives in a successful way
• A hunger to tackle complicated and impactful product & business problems
• Appreciation for product design and the customer experience
• Strong strategic thinking, problem solving, and logical structuring abilities
• Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
• Experience working with and building tooling for large-scale operational teams
• Expertise and passion working with Machine Learning / AI to deliver operational efficiency