Global Partner (BPO) Lead, Cash App
- Portland, OR
Cash App is the fastest growing financial brand in the world. Built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to the world’s most dynamic money app.
Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years. We’ve even stolen the #1 overall spot from Facebook, YouTube, Instagram, and Snapchat.
Headquartered in San Francisco with offices in New York, St. Louis, Melbourne, Atlanta, and Kitchener Waterloo, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today’s banking system.
Cash App is looking for a Global Partner Lead to join the Cash Customer Operations team and oversee our global outsourcing programs. We view our Partners as an extension of our own team, and understand that a healthy partnership and strong performance are critically important to the customer experience and our overall product success. Our program exists in a couple locales today, and is expected to double within the next year.
Our ideal candidate has experience managing in an environment of constant change and high product development velocity, leading in the face of growth and scale, and working across a global geography with multiple partners. They will be responsible for developing, growing, and managing our Partner network, while optimizing our operations, contracts, and infrastructure. They will also set our strategy across multiple contact channels, proactively identify areas of improvement for our internal processes, workflows, policies, and manage expectations with Partner hiring, training, and performance management.
Build from the ground up: hire, lead and coach the Global Partner Programs team, developing their skills, enabling their growth, and ensuring the team delivers high quality, timely work.
Lead through frequent, fast change: execute new initiatives with urgency in order to support the incredibly high growth rates and product development velocity of Cash App.
Select, implement, and manage new Partner programs: help us select future partners and implement successful programs with your team.
Own Partner performance: driving Partner strategy, metrics performance, infrastructure, personnel, process, and work prioritization.
Interface with Senior Leadership: represent Partner relationships, performance, and operational excellence at a senior level within the organization, be a subject matter expert within the company on Partner policies, best practices and approach, and prepare regular updates which speak to our strategy and challenges, and influence decisions on Partner related asks.
Prioritize against a large opportunity set: in collaboration with the Customer Operations Leadership Team, you will set objectives and key results, prioritization and sequencing of projects, and ensure key projects are delivered on schedule.
Optimize experience: ensure incredible customer experience outcomes, nourish relationships with internal stakeholders, and create a program that balances the needs of the business, our customers, and our Partners.
Improve process: design new processes where needed, and improve existing processes to make the team more efficient, nimble and consistent.
Significant experience leading high performing Partner/Vendor/BPO programs from within a high growth company (i.e. cant set and forget anything), and in Partner relationship management
Experience managing global operations including launching and managing partner sites, contract oversight, and progressive performance improvement across Partners
Experience leading teams - hiring and developing great people, and establishing a collaborative and positive team culture
Experience in a fast-moving environment with significant ambiguity - the textbook answer for a large stable organization is not typically best here
Experience in a multisite environment (including an internal and outsourced workforce mix) with experience in on-boarding vendors
Excitement about building foundational processes and reporting from scratch
Strong communication skills, and proven ability to influence senior leadership
Expertise in contact center forecasting, scheduling and capacity planning, and a strong reporting background and ability to build reports independently
Experience managing metrics, KPIs, and OKRs, in addition to analytical deep-dives to understand performance
An ability to identify upstream blockers and prioritize solutions
A drive to consistently deliver results and exceed expectations
A strategic-thinking, solutions-driven mentality
MA degree in an analytical field
Experience with Looker, or similar BI tools
Six Sigma certification
At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.