Project Manager, Cash Customer Operations

  • Portland, OR, USA
  • Full-time
  • Alternate Location: Portland, United States
  • Current Square Employee?: Apply via go/jobs

Company Description

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.

Job Description

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 project managing Customer Operation’s core product, systems and operational initiatives.

Our ideal candidate is an experienced project manager with demonstrated success leading cross-functional teams in a Customer Operations environment where partnership across Product, Engineering, and Operations are critical to success. You will be expected to collaborate effectively with key stakeholders to ensure the execution of our strategic initiatives through project management best practices and communication. 

You will:

  • Project manage key operational initiatives for Cash Customer Operations

  • Partner with Product Managers, Knowledge Operations, Voice of the Customer, WFM, L&D, Marketing and Operations teams across key projects

  • Influence process improvements, best-practice sharing, and standardization across the Customer Operations Launch organization

  • Develop robust project execution plans, status updates, and success metrics

  • 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 

  • 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 Portland, OR or St Louis

Qualifications

  • A Bachelor's degree, ideally with a concentration or certification in project management/business administration.

  • 3-5 years project/program management experience.

  • PMP, CSM or similar certification required.

  • Experience managing complicated, multi-disciplinary projects.

  • Experience in system implementations and product launches.

  • 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 team. 

  • The ability to work cross-functionally with product managers, operations leaders, customer advocates, engineers, marketing, analysts, and content specialists.

  • An analytical, data-focused mindset with a track record of success in a metrics-driven environment.

  • A creative approach to problem solving.

Additional Information

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.