Global Senior Leader, Vendor Management and WFM 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

As the Senior Operations Support Lead, you will be responsible for our Vendor and Workforce Management functions, and for those teams’ strategic vision and goal setting, prioritization, investment decisions, financial impact, and regulatory and external partner compliance. You will need highly developed relationship management and methodical execution skills as Cash App’s customer base and customer service maturity grows. You will oversee the end-to-end relationship management lifecycle with our key global operations partners and the process of our WFM scheduling and forecasting across all scaled teams and queues.  You’ll need to partner with direct and Cash-wide partner teams, influencing key stakeholders across Support, Risk Operations, Legal, Compliance, and Finance & Strategy. Your set of responsibilities will span from long-range forecasting to in the moment execution and real-time analysis, and your partner remit will include contract writing and enforcement, creating adherence and consistency standards, negotiating for optimal cost profiles, and balancing and managing our vendor portfolio. CCO senior leaders are experts in cross-functional partnership, constantly inspiring and influencing colleagues in order to deliver on their goals and maximize impact.  If you're looking for a role where you can have a massive impact and a wide scope, you’ll find this role compelling and rewarding! Our new Senior Operations Support leader will be driven by Block’s purpose of economic empowerment and excels at owning decision-making on complex trade-offs that balance the customer experience, operational scalability, and business impact.  

Qualifications

You Have:

• 15+ years of relevant work experience in business strategy, support operations, risk operations, analytics, management consulting, and/or finance and strategy at significant scale; preferably with experience at a fast-paced, high-growth financial technology company with complex, large-scale customer support operations 
• Specific deep background of 10+ years directly managing vendor management teams and workforce scheduling and forecasting functions with a deep understanding of these functions 
• Rich background in client management, data analysis, and resource management and in building executive level partnerships with global outsourcers 
• Experience leading and managing a high performing, high impact team that consistently delivers in the regulated financial services industry
• Incredible business sense and a high degree of comfort with ambiguity, and a knack for quickly ramping on new skills and functions. You’ve built functions, teams, and/or processes from scratch.
• Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale
• Strong quantitative and analytical abilities to analyze an issue, use data to problem solve and determine prioritization, and create a framework for a compelling and inspirational business strategy.
• Excellent written and verbal communication and narrative story-telling skills. You can frame and distill complex information appropriately for different audiences and are comfortable presenting to Cash App’s most senior leaders.