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Full-Time

Head of Support Quality Management

Posted on 6/27/2024

Square

Square

10,001+ employees

Economic empowerment through inclusive technology

Consulting
Energy
Social Impact
Financial Services
Consumer Goods

Expert

San Francisco, CA, USA

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Communications
Management
Business Strategy
Requirements
  • 15+ years of audit (internal and/or external), quality assurance/review, internal controls and assurance, risk management, corporate governance, compliance and/or related experience with a strong preference for experience in banking and/or financial services
  • 10+ years of experience in banking and/or financial services and scaled customer support or call center experience with a deep understanding of operations functions and quality management concepts
  • 10+ years of people leadership experience with experience managing managers and multiple sub-teams
  • Experience in executing internal investigations and reviews, with a focus on internal, financial and operational controls and processes
  • 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 with a preference for leadership experience in the regulated financial services industry
  • Incredible business sense and a high degree of comfort with ambiguity. You’ve built functions, teams, and/or processes from scratch
  • 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
Responsibilities
  • Plan, execute, and evaluate results of quality audits/reviews and control/operational integrity initiatives
  • Lead the Quality Management Team’s focused review and internal controls assurance, testing assurance, technology/systems assurance, and external and regulatory audit management
  • Lead a team responsible for developing processes for identifying emerging trends through data gathering and analysis
  • Use your deep understanding and ability to innovate to envision and execute on programs covering customer experience quality, procedural and compliance adherence and quality, and decision and outcome accuracy and quality
  • Influence and collaborate with stakeholders across Support, Risk Operations, Legal, Compliance, and Product
  • Own decision-making on complex trade-offs that balance the customer experience, operational scalability, and business impact
  • Be driven by Block’s purpose of economic empowerment

Block is a company deeply invested in economic empowerment through its innovative use of technology across multiple disciplines, including financial forecasting, system security, and inclusive People policies. This multifaceted approach not only fosters an inclusive workplace but also promotes continual learning and growth among its employees, making it a leader in nurturing and implementing new initiatives in its industry.

Company Stage

IPO

Total Funding

$601.2M

Headquarters

Oakland, California

Founded

2009

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

1%

2 year growth

15%
INACTIVE