Learning & Development Lead, Cash Customer Operations

  • 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 ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it 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 innovation, collaboration and impact. We’ve been a distributed team since day one, and 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!

Job Description

  • The Cash Customer Operations (CCO) Learning & Development team provides an environment of learning, growth, and opportunity needed for the current and future success of front-line customer support teams and leaders. To accomplish this we design, deliver, and manage engaging participant-centered learning and development programs.
  • As CCO Learning & Development Lead you will develop, manage and drive a global Leadership & Development (L&D) strategy to strengthen CCO’s people and organizational capabilities and performance. You will create a future-focused and effective global learning ecosystem which inspires and enables impactful development experiences and shifts in learning mindsets and behaviors.
  • You will deliver a world-class L&D service which provides thought-leadership and cutting-edge learning tools and solutions.
  • You will partner with and influence leaders to optimize L&D resources and integrate L&D into organizational practices to attract talent and build and sustain a skilled, vibrant and agile workforce.


  • You will lead, develop and provide strategic direction to a highly skilled Learning & Development team.
  • You will design and hold the department accountable to KPIs and expectations of performance that align with the broader organization’s objectives. 
  • You will implement training programs that positively affect learner engagement and productivity within the organization.
  • You will assess organization-wide developmental needs to drive training initiatives and identify and arrange suitable training solutions for learners across the organization.
  • You will build and implement manager development programming to continue to meet the needs of our people leaders and of the business.
  • You will actively search for, creatively design, and support the implementation of effective methods to educate, enhance, optimize, and recognize performance across the organization.
  • You will work closely with Cash Customer Operations business leaders to develop training and development strategies unique to their individual department’s needs.
  • You will partner closely with Cash App Learning & Development (enterprise) to align roadmaps and strategic efforts that support the Cash App business’ objectives and also, the specific objectives of Cash Customer Operations (CCO).


  • Minimum Degree Required: Bachelor’s degree in Training & Development, Education, Human Resources, Psychology, Business, or any other related field, or equivalent work experience
  • Experience: 7+ years of experience in a training and development capacity in a large and complex business environment
  • Experience developing successful training programs that have led to employee performance improvement

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $167,300 - USD $204,500
Zone B: USD $155,600 - USD $190,200
Zone C: USD $147,200 - USD $180,000
Zone D: USD $138,900 - USD $169,700

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

  • Healthcare coverage
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits 
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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, 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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

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

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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