Product Health Leader, Cash App

  • Atlanta, GA
  • Full-time
  • Alternate Location: Philadelphia, United States

Company Description

It all started with an idea at Square in 2013. Initially 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 app, bringing a better way to send, spend, invest, and save to our millions of monthly active users. We want to make the world’s relationship with money more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and we’ve got offices and remote teammates across the globe. Our offices are great, but many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers to learn more!

Job Description

We are seeking a deeply experienced leader to design, inspire, and scale Cash Customer Operations’ Product Health function - guiding and strategizing with the risk and fraud teams that serve to protect our customer and our business from bad experiences and bad actors, identifying new fraud vectors and working with product, engineering, and other teams to counter them. This role is about building out a structured, cohesive operational function to serve our Product Health initiative and own the operational strategy and execution. 

Cash App has scaled rapidly over the past five years from a simple P2P app to a full-fledged consumer finance platform. The added value that we can now offer to our customers is incredible -- but we also need senior talent to help scale our legacy risk and compliance systems and approaches to stay ahead of fraud and bad actors. Specifically, we need even more talent-focused around ensuring the privacy, security, and permission systems we build for the future match the critical financial institution that we’ve become. Cash App is responsible for a larger share of our customers’ financial lives and therefore need to hold ourselves to a higher standard. Customers want to be able to protect their information, data, and money in a state-of-the-art way. Security and privacy are more important than ever. 

In this role, you will serve as a cross-functional leader inside the company, working with risk operations, product, engineering, design, business development, marketing, and finance to protect our customers and build Cash App’s reputation as a financial institution they can trust. You’ll manage our Risk Management function - investigations and analytics -  and report to the Head of Cash Customer Operations to ensure we achieve Cash App’s most important strategic priorities around the health of our platform and underpin our obsession with the customer focus and mindset. You will set, track and manage your team’s Key Performance Indicators (KPIs) weekly and partner with training, recruiting, analytics, workforce management, Voice of the Customer (VoC) and other teams focused around keeping our customers safe and successful.

You will:

  • Utilize deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for our global risk management  function

  • Develop strategies to shift further Risk from a reactive to a proactive approach, working closely with internal teams (product, engineering, etc.) to identify threat vectors and mitigate them, as well as improving on customer pain points around disputes/chargebacks, account theft, and identity verification

  • Act as a key owner in safeguarding our platform, in deep and direct partnership with Data Science and Product Management, working with internal teams and our partner banks to tightly manage and drive down loss and bad customer experience rates

  • Own the efficacy of our operational Product Health components, smartly balancing quality and cost to maximize investments and talent 

  • Scale the Risk Management team by capitalizing on opportunities for increased effectiveness and efficiency, and by smartly taking on and creating operational rigor around new areas of product and risk to the Cash App ecosystem 

  • Manage the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates

  • Develop and lead end-to-end project plans and ensure on-time delivery of critical customer success initiatives

  • Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team

  • Coach and mentor team members with a focus on professional development and upstream and preventative thinking

You will be accountable for:

  • Leading and guiding the performance of the Risk Management function on the core work KPIs (around quality, efficiency) and on metrics that are critical to running the business, like involuntary attrition, retention, and engagement 

  • Building and representing Risk Management’s team culture and priorities as part of the overall ecosystem CCO is building across internal and external sites 

  • Serving as an owner or major contributor to overarching CCO strategies around everything fraud risk related: identity verification/KYC, disputes, account theft, and more, partnering closely with Risk Operations

  • Ensuring that our operational insights and analysis are represented in the Product Health priorities and that our team is validating and identifying fraud patterns 

  • Providing clarity and awareness around the Risk Management charter and responsibilities across the Cash landscape 

  • Leading, coordinating or supporting efforts around major impactful high visibility projects

  • Building and fostering, mentoring and coaching the leadership talent we have in our team, and creating paths forward for every operational role to enrich the organization and retain our talent

  • Developing and enabling opportunity and growth for team members beyond role-based, professional, and educational paths for personal improvement 

  • Partnering with key stakeholders to build preventative controls and strategies within Risk Mgmt as well as in partner teams to protect the Cash platform from fraudulent activity and effectively demonstrate these practices on a continuous basis

Qualifications

You Have:

  • 12+ years of financial industry experience with a focus on payments and financial transactions, risk assessment, and risk management, fraud, disputes/chargebacks, or related financial services fields

  • Deep understanding of regulatory and compliance functions for Banking or Fintech, conversant on best practices around risk detection, pattern recognition, and effective investigatory methods 

  • 3+ years of partnering directly with a Data Science/Machine Learning team and extensive knowledge of how to build, refine and evolve risk models and how machine learning can serve financial transaction ecosystem health at scale 

  • Past experience working in a rapidly scaling organization and going from a single-site model to a global or distributed model and deep knowledge of how to work with outsourced (BPO) partner teams

  • The ability to effectively influence and communicate cross-functionally and excellent written and verbal communication skills

  • Creative problem-solving abilities and expertise in balancing and articulating trade-offs 

  • A passion for consumer financial services and ensuring an outstanding customer experience

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

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.

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