Lead Program Manager, Cash Customer Operations
- Portland, OR, USA
- Alternate Location: St. Louis, United States
- Position open to remote: No
- Current Square Employee?: Apply via go/jobs
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 a dynamic money app with over 15 million active monthly users.
Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year.
With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, 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.
The Knowledge Operations team was founded on the idea that education, collaboration, and an effortless change management experience helps our Customer Advocates and Customers thrive. In this role, you’ll execute on this vision by supporting Customer Operation’s product and internal roadmap to drive efficiency, clarity and exceptional execution of key initiatives.
Our ideal candidate is an experienced program manager with demonstrated success leading cross-functional teams in a Customer Operations environment where partnership across Product, IT, and Operations are critical to success. The role is heavily project and process management focused. There is enormous opportunity to streamline existing processes and design new workflows by identifying gaps across our diverse customer operations organization.You will be expected to collaborate effectively with key stakeholders to ensure the realization of your strategic recommendations through project management and communication.
Design, own and operate against Customer Operations launch playbook and roadmap.
Lead project managers and specialists on the Knowledge Operations team.
Partner with Product Managers, Knowledge Operations, Voice of the Customer, WFM, L&D, Marketing and Operations teams across all launches.
Drive process improvements, best-practice sharing, and standardization across the entire Customer Operations Launch organization, as well as develop new ways to improve efficiency.
Triage inbound Product and Operational initiatives.
Project Manage key initiatives.
Organize and consolidate our team-wide communications around roadmap plans.
Lead and participate in cross-functional projects, facilitating stakeholder buy-in as well as reporting against crucial milestones.
Organize pre and post mortems for major launches and present key lessons learned and recommendations to senior management via verbal, email and presentation media.
Thrive in an ambiguous environment where you are encouraged to take risks and build a process that will enable seamless execution of change management initiatives
This position is based in either Portland or St. Louis.
A Bachelor's degree, ideally with a concentration or certification in project management.
3+ years senior level project or program management experience.
3+ years of people management experience.
Experience managing complicated, multi-disciplinary projects.
The ability to understand the big picture as well as execute on a granular level.
Influence stakeholders by building trust and credibility.
An end-to-end problem solving skill-set, from structuring a complex problem through to developing actionable recommendations and working with other teams to get solutions implemented.
A proactive nature, a sense of urgency, and a high degree of self-motivation to go above and beyond to meet the needs of our sellers, and our team.
The ability to work cross-functionally with executive team members, product managers, customer advocates, engineers, analysts, and content specialists.
An analytical mindset with a track record of success in a metrics-driven environment.
A creative approach to problem solving
Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.