Head of Risk Operations Quality Management

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

Cash App’s mission is to redefine the world’s relationship with money to make it more relatable, instantly available and universally accessible and the Cash Customer Operations (CCO) Quality Management program plays a key role in bringing that mission to life for our customers. The CCO Quality Management team’s role is to monitor customer interactions from our voice, messaging, email, and social channels and measure adherence to  business-level processes, procedures and regulatory requirements to ensure our business interactions are compliant and deliver an exceptional customer experience.

We are looking for a highly skilled Quality Management Leader capable of designing, implementing, and managing a comprehensive quality program for Cash App Risk Operations. Risk Operations (RO) is responsible for manual review and action on customer accounts across multiple areas: Access, Identity & Controls; Banking Operations; Complaints; and Disputes. 

In this role, you'll lead a team of Quality Managers and their teams, supporting Cash App Risk Operations. You will serve as a liaison by working with learning and development, product, engineering, business development, marketing and finance to improve Cash App’s most important strategic priorities. You'll track goals of your team, with a focus on optimization and delivering insights to Risk Operations leadership to help enhance the level of quality. You will not only lead a team of amazing Quality Assurance Leads, but you will also continue to grow and develop the Quality Assurance program, strengthen team culture and effectiveness, and foster growth and development within the team.

You Will

• Identify and manage existing and emerging risks that stem from business activities.
• Ensure quality standards are adhered to in accordance with internal policies and regulatory requirements.
• Work in collaboration with Customer Success, Risk, and other functional teams within Block.
• Serve as a source of knowledge for Quality Assurance expectations and processes to the rest of Cash Leadership. 
• Develop and measure key performance indicators (KPIs) of team performance in the areas of efficiency, quality, and team calibration. 
• Work cross-functionally within the Cash organization using data to identify trends, promote key initiatives, and remove barriers to success.
• Treat Quality Assurance as a product at Cash App, improving and iterating on the internal and external customer experiences.
• Lead end-to-end project plans and ensure delivery of essential success plans.
• Scale the Quality Assurance team by capitalizing on opportunities for increased efficiency, driving productivity plans, and maintaining an appropriate headcount as the Cash business scales.
• Ensure risks associated with business activities are effectively identified, measured, and monitored.
• Assess metrics to measure the growth and performance of the team, providing insights and reports. Use these metrics and assessments to improve team performance through behavioral coaching.
• Use deep discipline and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.
• See the opportunity in every challenge and develop structured plans to create solutions to essential support projects to help scale the team.
• Communicate an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.
• Build constructive relationships with all team members up, down, sideways, inside, and outside of organization. 
• Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.

You Have

• 10+ years of work experience within Quality Management (Quality Control or Quality Assurance)  required. 
• 5+ years of direct experience leading and developing other leaders
• 4+ years experience with banking Risk Operations related back office functions, such as Disputes, Fraud, and Complaints Management. 
• Demonstrated knowledge of regulatory laws, compliance standards and processes, and quality best practices.
• Experience in data analysis, interpreting data, deriving insights, and presenting to executive leadership
• Experience building and scaling customer support operations, particularly in a dynamic, fast-paced, startup or tech environment
• Excellent written and verbal communication skills
• Passion for Cash App and ensuring an outstanding internal and external customer experience

Even Better 

• Relevant industry certifications (CAMS, CFE, CQIA, COPC) preferred - if not CQIA certified ability to test for the exam within a year of hire
• BA/BS degree or related experience, MBA preferred 
• Leadership experience in managing outsourced teams and relationships
• Risk or Banking Operations, or Fintech experience preferred
• Experience working in or with a call center environment 
• Project Management Experience
• Experience with utilizing and/or writing SQL Queries and Snowflake
• Strong data and reporting skills, including management of spreadsheets

Technologies We Use and Teach

• Google Suite
• Salesforce 
• Observe.AI
• AutoQA 
• Notion
• Snowflake
• SQL

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.