External and Internal Inquiries (Third Party) Program Manager

  • 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/Clearpay, 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.

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

You will support Cash Customer Operations’ (CCO) Third Party Response (TPR) team, which is a part of CCO’s Operational Excellence Team.The CCO TPR team provides comprehensive management of all external inquiries (regulators, auditors, legal inquiries, partner inquiries, banking partners, internal stakeholders) across CCO and the program manager is responsible for the administration of the program.  

You work closely with the Legal, Compliance, Head of Regulatory Counsel, CCO Senior Leadership and Global Leadership. You will partner directly with senior leaders across Cash App and Block to create visibility into current and future looking inquiries and requests. You will also partner with the Cash talent team to develop our staffing strategy for this new team, as well as operational leaders to define the partnership model that drives successful outcomes in our examinations, audits and other external inquiries. We are looking for someone who will thrive in our fast paced environment, has experience building and leading high-performing teams, and is capable of operating at a detailed level.

Reporting to the Head of Operational Excellence you will develop and support a TPR program strategy, methodology, templates, technology, and reporting processes. In particular you will: 

  • Program Development: 
    • Manage implementation,  administration and continued enhancement of the Third Party Response program, which will include the following:
      • Development of the program strategy and scaling plan 
      • Creation and implementation (in collaboration with CCO Learning team) , training on TPR Policies, program collateral (methodology, templates) and procedures
      • Build a library of responses for future references, response optimization and opportunity identification
      • Work with stakeholders to ensure successful adoption of the TPR process and tools as necessary
      • Build in collaboration with internal stakeholder a remediation efforts of findings identified during the response process
  • Program Operations:
    • Successfully manage end to end process of larger scale, more complex regulatory examinations, external inquiries, and ad-hoc requests made of Cash Customer Operations 
    • Drive internal and external stakeholder reporting and insights for the TPR program through collaboration with data teams 
    • Review and conduct consistency and quality checks to ensure accuracy and clarity of responses and other related submission documents
    • Engage with internal and/or external counsel and other legal advisory support as needed to refine regulatory submissions, ensuring all regulatory responses are in the spirit of the law
  • Team and People Management: 
    • Continue to build and lead a team in alignment with OE mission and vision and CCO principles and role expectations
    • Provide coaching and support for coordinators across your team.
  • Relationship Management and Thought Partnership:
    • Work cross-functionally and develop strong working relationships with internal groups and external partners  supporting delivery of high quality of service, efficiency and scalability
    • Strategic thought leadership around effective representations of CCO’s work to internal and external stakeholders
    • Serve as an interpreter and liaison between multi-stakeholder teams and comprehensively navigating the complexities of regulatory and compliance obligations 


Must Have:

  • Minimum 10 years of experience in banking compliance, risk, legal, regulatory or related bank regulatory experience
  • Minimum 10 years of financial services industry experience, of which 5 years must include direct experience in Compliance and/or Risk Management
  • Minimum 3 years of experience leading and managing teams

Skills and Knowledge: 

  • Deep understanding and proven ability to build relationships with internal and external partners and manage heavy regulatory exam load
  • Strong interpersonal, influencing, and communications skills with an ability to interact effectively with stakeholders and external partners (regulators, examiners, banking partners, counsel), to include virtual, matrixed leadership experience and the ability to effectively manage and build relationships across Cash and Block
  • Strong leader with the ability to build and scale teams in an continuously evolving environment 
  • Deep understanding of risk framework, corporate/business policies, and programs to translate into plans for the business, function and/or risk type.
  • Knowledge and understanding of regulatory and risk management in the financial services industry.
  • Ensuring all third party  communications, meetings, follow-ups and commitments are centrally documented and acted upon.
  • Supporting timely third party responses and remediation efforts, in coordination with the Issue Management Lead and other internal Stakeholders
  • Staying fully abreast of all incoming and outgoing third party requests, reports and other correspondence across CCO to ensure a comprehensive understanding of the programs and functions under scrutiny.
  • Ability to collaborate and communicate with different teams, use influencing skills, synthesize complex topics for senior leaders and partners
  • Experience with executive and Senior management reporting including data analytics and visualization platforms (e.g. Databases, Tableau, Looker, or other querying methods)
  • Strong analytical and problem solving skills and an experience distilling complex data into impactful messaging to non-technical, leadership teams
  • Self-starter, experience working independently and as part of a team
  • Ability to write clearly and think laterally to find solutions
  • Ability to manage and deliver projects across multiple stakeholders
  • Experience and comfort with dynamic, changing environments
  • Self-driven and able to learn and adapt quickly

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 $184,100 - USD $225,000
Zone B: USD $171,200 - USD $209,200
Zone C: USD $162,000 - USD $198,000
Zone D: USD $152,700 - USD $186,700

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. 

Full-time employee benefits include the following:

  • Healthcare coverage (Medical, Vision and Dental insurance)
  • Health Savings Account and Flexible Spending Account
  • 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 (including 12 paid holidays)
  • Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
  • Learning and Development resources
  • Paid Life insurance, AD&D, and disability benefits 
  • Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

These benefits are further detailed in Block's policies. 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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.


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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