Customer Operations Program Manager, Cash App

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 50+ 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.
The Role
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, risk, and fraud investigations, 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 initiatives, business strategy, and roadmap for the teams you support.
• Work with teams within the program(s) you support to assess the operational impact of new strategic initiatives, products, or enhancements.
• 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.

You 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
• Experience leveraging data and driving cross-functional decision making across multiple levels in the organization
• Experience with annual planning, OKR setting, and roadmap development
• Ability to indirectly lead, influence, and motivate cross-functional teams and business owners to achieve program timelines and deliverables
• Excellent oral and written communication and narrative storytelling skills that enable the effective exchange of information.
• Ability to frame and distill complex information appropriately and are comfortable regularly presenting to different audiences
• Proven ability to foster collaboration and build effective working relationships.
• Experience working with cross-functional and geographically dispersed teams.
• Even better:
  • Certification in project/program management (e.g., PMP, PgMP, LSS, CCMP)
  • Familiarity with risk management, scams and fraud prevention strategies, regulatory compliance, and information security
  • Working knowledge of JIRA and Notion
  • Bachelor's degree in a relevant field

Technologies We Use and Teach

• Google Suite
• Slack
• Looker
• Jira
• Salesforce
• Notion
• Asana
• Airtable
• Snowflake
• LucidChart

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$111,700 - $167,500 USD
Zone B:
$103,800 - $155,800 USD
Zone C:
$98,200 - $147,400 USD
Zone D:
$89,400 - $134,000 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, and TIDAL, 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.