Identity & Controls Operations Lead

The Team

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 a highly motivated, experienced, and resourceful individual to inspire and lead Block’s Customer Operations: Identity & Controls team. This team is embedded within the Risk Operations function, and focuses on providing Cash App users with reliable and secure access to their accounts, and performs identity and controls related investigations and manual reviews to support Cash App’s ecosystem. This team works to safeguard accounts from unauthorized and inauthentic access to build trust with existing and new customers.

In this role, you will serve as a domain expert and cross-functional leader inside the company, working with product, machine learning, engineering, and other operational teams to serve and support our customers and build Cash App’s reputation as a financial institution they can trust.  You’ll manage the operations of the Identity & Controls team, which consists of a complex portfolio of workflows, to ensure we achieve Cash App’s most important strategic priorities and maintain adherence to applicable laws and regulations, as well as industry standards.  You will set, track and manage a team of leaders, and your team’s Key Performance Indicators (KPIs) with training, recruiting, analytics, workforce management, customer experience analytics and other teams focused on keeping our customers safe.

You Will:

• Lead and manage the Identity & Controls Operations function, leveraging deep industry knowledge to implement and improve on best practices.
• Oversee operational workflows (including Identity Verification, Elder Abuse, ID Theft, Escheatment, among others), optimizing quality, cost, and talent utilization.
• Define and track metrics to measure the growth, performance, and team impact, setting goals and providing regular updates.
• Gather and synthesize relevant data, suggesting improvements in the tools and workflows to support scalability
• Ensure seamless integration of systems, tooling, and third-party services with policies and business objectives
• Develop and enforce relevant policies, procedures, and solutions that comply with security and regulatory standards
• Drive opportunities for increased effectiveness and efficiency, empowering team members to enhance quality and productivity 
• Oversee critical and/or ad-hoc projects assigned, ensuring timely delivery
• Manage vendor and third-party relationships to align with organizational needs 
• Develop strategies to shift from a reactive to a proactive approach, as well as improve customer experience resulting from manual/operational reviews
• Coach and mentor team members with a focus on professional development and problem-solving capabilities

You will be accountable for:

• Guide the performance and deliver on KPIs and metrics that are critical to running the business, including operational metrics, involuntary attrition, retention, and engagement 
• Shape and represent the team’s culture and priorities as part of the overall ecosystem Risk Operations is building across internal and external sites 
• Lead or support impactful, high-visibility projects
• Cultivate talent within the team, and create opportunities for growth
• Enable pathways for team members to pursue professional, role-based, and personal improvement opportunities.

You Have:

• 10+ years of financial services or technology, particularly related to identity / access management, operations, risk management, or related fields
• 3-5+ years of expertise in identity management practices and technologies (such as single sign-on (SSO), multi-factor authentication (MFA)) and document verification standards
• Strong knowledge of U.S. and global financial and consumer protection standards
• Proven success in identity operations, particularly in a fast-paced startup or technology environment
• Experience working in a rapidly scaling organization and going from a single-site model to a global or distributed model
• Demonstrated ability to lead complex identity projects, integrate systems, and implement new technologies.
• Ability to influence and communicate cross-functionally; excellent written and verbal communication skills, with ability to convey complex information to technical and non-technical audiences
• Strong problem-solving abilities with a strategic and analytical mindset
• Expertise handling competing priorities, making trade-offs, and driving consensus