In this role, you'll lead  new business and growth readiness for Cash Customer Operations (CCO). Collaborating cross-functionally across CCO and Cash App, you will ensure operational readiness as Cash App expands into new products and markets to deliver on Cash’s Mission to change the world’s relationship with money. 

As Cash App expands its product features and growth into additional markets, you’ll develop and run CCO expansion planning and readiness. You will work closely with Sr. CCO leaders, Product, Marketing, Legal, and Engineering to ensure Customer Operations is prepared for expansion and meeting Cash App’s Mission and customer needs. Operational readiness entails but is not limited to, defining the scope and strategy for how CCO will support new markets and products, staffing planning, localization requirements, defining risk and customer success processes, and identifying related technical requirements to successfully deliver customer support based on growth objectives. You’ll report to the Customer Knowledge lead and provide senior program management and cross-functional customer operations leadership over this function.

Program Management / Project Management:

• Developing a product and geographical expansion playbook for CCO. 

  • Estimate initial impact of expansion and scaling, including projections and ramp plans

  • Account for impacts and develop plans ensuring readiness for launch and scalability across all functions within CCO (customer success, risk, and support services)

• Serve as a subject matter expert for CCO regional expansion, providing expert guidance on business/operations expansion.

• Lead initiatives and manage high-impact project work with a results-driven focus, including coordinating the implementation of new/existing servicing requirements across CCO workstreams. 

• Act as primary collaborator between Cash App Product, Engineering, Legal, Marketing/Brand, Experience and other organizational stakeholders to identify and satisfy all new business planning requirements.

• Develop and manage the metrics to measure growth, performance and impact of the team. Set goals and provide progress updates to leadership and Cash partners.

• Provide timely communication of relevant data to business leaders for decision making. Establish and maintain effective communications and relationships across multiple areas, orgs, outside partners and project leaders/teams who are working on sub-projects within the areas of responsibility.

Leadership and Development:

• Communicate an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.

• Build constructive relationships with all team members inside and outside of CCO.

• Mentor and develop team members to meet future growth demands

• Assess metrics to measure the growth and performance of the team, providing insights and reports. Use these metrics and assessments to improve team performance through behavioral coaching.

• Role model and embody core Cash operating principles: Insist on Focus, Compete on Creativity, Climb Walls, and Feel It. 

Scaling a New Department:

• Determine the right org structure and processes for our new business function. 

• Build repeatable, shared processes that scale and incorporate the needs of a diverse group of stakeholders. 

• Evaluate and implement the tooling required to effectively scale, report on, and optimize change management of the new business initiatives. 

• See the opportunity in every challenge and develop structured plans to create solutions to essential support projects to help scale the team.

• Use deep product and industry knowledge, gather and summarize relevant data, suggest tooling improvements and techniques to help scale the team while serving as a cross-functional leader.

• BA/BS degree or related experience; MBA preferred

• 7+ years of leadership experience in scaling customer operations in dynamic environments, Customer Experience startup/scaling or tech environments a plus

• Experience launching or growing customer operations in multiple locations 

• Ability to work collaboratively with internal and external partners in other functional units; ability to navigate a complex organization; to influence and lead across departments and direct/indirect reporting relationships

• Product or project management experience preferred

• Strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.