Job Description

The Customer Success Operations Lead is directly responsible for the day to day management and leadership of a fully outsourced, global multi-partner operation.  Reporting directly to the Sr. Customer Success Operations Lead, your role is to ensure that the daily performance of our BPO partners is evaluated and managed to drive exceptional operational results which delight and build trust with our customers. You understand key performance metrics, operational efficiencies and why they are important to both the customer experience and the business. You know how to ensure partners are set up for success and hold them directly accountable to meet our  high performance standards. You are excited about identifying critical trends, running gap analyses, and managing outcomes to high performance targets through the use of data and customer experience  best practices. In addition to managing BPO partner teams, you have proven cross-functional collaboration skills to manage collaborative efforts with  internal teams such as Quality Assurance, Learning & Development, Content, Tooling and Systems, and Workforce Management to drive continuous improvement and deploy smart solutions that achieve targeted results. You bring strong business acumen and a demonstrated ability to influence, communicate, and strengthen relationships to help us build our incredible global CS operations team now and into the future.

You will be responsible to manage and drive high performing BPO partner teams through standardized operational excellence and CS best practices. You will implement strategies set by the leadership team and are the key communicator and driver of daily operational performance across global partners, in alignment with Cash customer experience strategies and operational expectations, always demonstrating Cash values and behaviors in your approach.

• Deploy effective partner management tools, methodologies, and communication practices to maximize partner performance, operational efficiencies and customer delight

• Define and execute customer support industry best practices to achieve operational success consistent with contracted requirements, Cash App business needs, and customer expectations

• Track and own key performance metrics and evaluate and steer operational teams against expected results, driving continuous improvement efforts to achieve KPIs on a daily, weekly and monthly basis through operational best practices

• Use data to understand, manage and directly influence operational performance by identifying trends, utilizing root cause analysis and deploying effective solutions 

• Ensure operations workflows are aligned to finance and industry best practices and regulatory requirements  (Banking, E-Commerce, Payments)

• Audit and identify resource and workflow gaps and partner with support functions, such as Quality Assurance, Content, Learning & Development to optimize performance

• Align on internal Customer Success priorities and manage execution of those priorities with Partner teams

• Contribute to the enhancement and integration of internal and external support tools, and participate in the needs assessment, development and rollout of new system tools

• Bring a creative approach to problem solving and how we can most effectively support our customers

• Understand the mission of Cash App and can translate the day to day work into actions, behaviors and results that help us achieve our mission with our global partners

Within the first six months, you will have:

• Developed effective working relationships with all BPO partners built on trust, transparent communication and aligned ways of working

• Rolled out and established management practices for customer success operating models across BPO partners

• Established daily performance management practices so that key performance metrics are understood, managed and continuously improved upon

• Developed strong working relationships with internal cross-functional teams to ensure thoughtful feedback loops are in place to drive operational excellence

Qualifications

• 5+ years of customer support experience, highly preferred 

• 3+ year of BPO management experience, a significant plus

• Ability to drive results through influence and development of effective operating practices

• Experience building and scaling customer operations teams

• Creative problem-solving abilities 

• Strong analytical skills with demonstrated data literacy and business acumen

• The ability to effectively influence and communicate cross-functionally 

• Flexibility with capacity to context shift, while staying focused on priorities and objectives

• BA/BS degree or related experience

• Ability to travel: international up to four times/year; domestic up to four times/year