Cash App · 17 hours ago
Head of Risk Operations Quality Management
San Francisco Bay Area
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
$198K/yr - $297K/yr
10+ years exp
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Responsibilities
Identify and manage existing and emerging risks that stem from business activities.
Ensure quality standards are adhered to in accordance with internal policies and regulatory requirements.
Work in collaboration with Customer Success, Risk, and other functional teams within Block.
Serve as a source of knowledge for Quality Assurance expectations and processes to the rest of Cash Leadership.
Develop and measure key performance indicators (KPIs) of team performance in the areas of efficiency, quality, and team calibration.
Work cross-functionally within the Cash organization using data to identify trends, promote key initiatives, and remove barriers to success.
Treat Quality Assurance as a product at Cash App, improving and iterating on the internal and external customer experiences.
Lead end-to-end project plans and ensure delivery of essential success plans.
Scale the Quality Assurance team by capitalizing on opportunities for increased efficiency, driving productivity plans, and maintaining an appropriate headcount as the Cash business scales.
Ensure risks associated with business activities are effectively identified, measured, and monitored.
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.
Use deep discipline and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.
See the opportunity in every challenge and develop structured plans to create solutions to essential support projects to help scale the team.
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 up, down, sideways, inside, and outside of organization.
Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.
Qualification
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Required
10+ years of work experience within Quality Management (Quality Control or Quality Assurance) required.
5+ years of direct experience leading and developing other leaders
4+ years experience with banking Risk Operations related back office functions, such as Disputes, Fraud, and Complaints Management.
Demonstrated knowledge of regulatory laws, compliance standards and processes, and quality best practices.
Experience in data analysis, interpreting data, deriving insights, and presenting to executive leadership
Experience building and scaling customer support operations, particularly in a dynamic, fast-paced, startup or tech environment
Excellent written and verbal communication skills
Passion for Cash App and ensuring an outstanding internal and external customer experience
Preferred
Relevant industry certifications (CAMS, CFE, CQIA, COPC) preferred - if not CQIA certified ability to test for the exam within a year of hire
BA/BS degree or related experience, MBA preferred
Leadership experience in managing outsourced teams and relationships
Risk or Banking Operations, or Fintech experience preferred
Experience working in or with a call center environment
Project Management Experience
Experience with utilizing and/or writing SQL Queries and Snowflake
Strong data and reporting skills, including management of spreadsheets
Company
Cash App
Cash App is a mobile payment service that allows users to send, receive, and store money. It is a sub-organization of Block, Inc..
1001-5000 employees
H1B Sponsorship
Cash App has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (172)
2022 (350)
2021 (22)
Funding
Current Stage
Late StageTotal Funding
$10M2018-04-04Pre Seed· $10M
Leadership Team
Adrian Pittman
Head of Financial Services Design
Laurence Aderemi
Crypto Operations Lead
Recent News
2024-12-24
Springfield Business Journal
2024-12-20
Business – Baltimore Sun
2024-12-04
Company data provided by crunchbase
