Senior Product Manager, Intelligent Resolution

  • Shanghai, China
  • Full-time

Company Description

It all started with an idea at Block 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, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

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

Job Description

  • Drive customer service and agent tooling strategy that retains customers while controlling business costs
  • 领导和指定客户支持系统的方向和策略,致力于提高客户存活率并降低运营开销
  • Design and implement an automation dispute system.
  • 设计并实现自动化争议解决系统
  • Build seamless workflows for high-touch or complex agent processes
  • 为复杂的代理流程构建无缝工作流
  • Conduct user research via focus groups, agent side by sides, and surveys to build features that address customer and agent pain points
  • 组织用户调研,解决用户产品痛点
  • Drive internal tools projects forward through effective project and stakeholder management
  • 驱动支持系统内部构建的开发和相关合作伙伴的管理
  • Write great user stories, epics and acceptance criteria to guide development teams
  • 撰写用户细分场景,措施和验收标准,作为开发团队的参考指导
  • Create and manage product roadmaps and backlog
  • 创建和管理产品路线和具体任务

Qualifications

  • BS or BA (Computer Science or related preferred), MBA or advanced degree helpful
  • 本科或MBA以上学位,计算机相关专业优先
  • 5+ years of product management experience, ideally within retail, e-commerce or payments industry
  • 5年或以上产品管理经验,具有零售、电商和支付行业经验优先
  • Excellent communication skills and bias toward action. 
  • 具有优秀的沟通能力和尽快行动的思维
  • Ability to build relationships at all levels across the company and be business outcome driven
  • 具有与公司内部各级人员建立良好关系的能力; 业务成果驱动

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. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any 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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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