In this critical role, you will manage a multi-partner, fully outsourced, channel-focused customer support operation. Your responsibilities include the orchestration and oversight of the performance of a large-scale operational function, supporting the activities and functions of hundreds of specialized customer support agents. As a seasoned and dynamic leader, your role within the Customer Success organization is pivotal and calls for a visionary leader adept at driving performance through strong business acumen, ability to influence external teams’ performance, and exceptional people leadership.

Your mandate is to lead and strategically govern the entirety of specific areas of focus within our outsourced operation. This includes owning a particular grouping of skills/contact drivers and accountability for the quality of the service we deliver to customers, working in close collaboration with L&D, Shared Services, Machine Learning Data Science, WFO, QA, and HR. Your efforts will be geared towards aligning operational structures, tools, and information to maximize customer satisfaction, achieve business objectives, and meet key performance goals.

Beyond operational oversight, you will act as a strategic liaison across diverse departments across Cash Customer Operations (CCO) and product, engineering, financial partnerships, marketing, and finance, which are crucial in delivering on  Cash App’s strategic priorities. Your primary focus will center on driving performance results through data-driven operational excellence, continuous process, and quality improvement, and the development of your team members’ skills, as measured against established objectives and key results (OKRs), Key Performance Indicators (KPIs),

In this role, your leadership will be instrumental in setting the standard for partner performance, operational efficiency, and cross-functional leadership. Your strategic decisions and management style will ensure that our outsourced partners are thriving contributors to achieving our goals and excellence in customer care.

You will deliver:

Strategic Oversight of Multi-Partner Operations:

  • Develop and maintain governance models for multiple BPO partners, ensuring compliance with operational standards and metric-based goals.
  • Perform strategic reviews and evaluations of partner operations, focusing on continuous improvement and ensuring partner teams are accountable and performing to stated objectives.
  • Provide high-level direction and support to Customer Success Leads, focusing on operational management, quality oversight, and SLA adherence in our outsourced model.

Operational Excellence in Outsourced Operations:

  • Drive operational excellence across partner teams, emphasizing the quality of our customer interactions, productivity, and adherence to staffing, adherence, shrink, and other critical operational targets. Guide partner teams’ senior leadership to ensure performance meets contracted performance requirements and effective resource allocation.
  • Implement data-driven decision-making processes for continuous operational improvement.

Senior Leadership in Cross-Functional Partnerships:

  • Develop and maintain productive cross-functional partnerships, ensuring alignment of partner operations with internal team goals.
  • Lead strategic planning initiatives, identifying performance trends, and devising solutions to enhance customer-facing and operational KPIs.
  • Facilitate high-level meetings with internal and external teams for performance reviews, consistent alignment, and problem resolution.

Enhanced Communication and Leadership:

  • Lead with exceptional communication skills, ensuring clarity and effective messaging across all team levels and external interfaces.
  • Develop and implement strategic communication plans aligned with organizational goals, fostering transparency and collaboration.
  • Cultivate a culture of mutual understanding and effective information exchange between internal and external stakeholders.

Strategic Problem Identification and Management:

  • Proactively identify and define complex issues, ensuring a deep understanding of team workflows and processes.
  • Serve as the primary liaison with CCO Shared Services, orchestrating cross-functional collaboration for holistic problem-solving.
  • Oversee the development and implementation of strategic solutions, leading initiatives to streamline processes and enhance customer experience.

Demonstrated Competencies:

Advanced Management of Outsourced Operations:

  • Proficient in overseeing outsourced customer care operations, requiring comprehensive experience in scaled outsourced customer support environments.
  • Skilled in managing complex multi-partner environments and upholding consistent service delivery standards.

Strategic and Analytical Thinking:

  • Proficient in strategic planning, problem identification, and proactive solution development.
  • Strong analytical skills for operational improvement and data-driven strategies.

Leadership and Communication: 

  • Proven ability to lead large teams within an outsourced environment.
  • Exceptional communication skills for effective multi-layered interactions.

Process Management and Cross-Functional Navigation:

  • Efficient in organizing activities, navigating complex situations, and influencing stakeholders.
  • Ability to simplify complex processes and maximize resources.

Visionary Leadership and Business Acumen:

  • Communicate compelling visions, understanding the business and industry trends.
  • Awareness of competition market strategies and industry best practices

Complexity Management and Decision-Making:

  • Simplify complexity, define problems, explore multiple sources of information, and make effective decisions.

Drive for Results:

  • Consistently achieve goals, with a strong orientation towards results and quality output.
  • Steadfast in pushing self and external teams towards high performance.

Team Building and Empowerment:

  • Blend individuals into teams, especially in remote or outsourced setups.
  • Foster open dialogue, empower team members, and define success in terms of team achievements.

Qualifications

Educational and Professional Experience:

  • BA/BS degree or equivalent experience.
  • 8+ years in senior management roles within Customer Care, with a required focus on managing large-scale operations. Experience in outsourced operations is preferred.
  • Proven expertise in leadership roles, specializing in BPO vendor management and operational excellence. This role is not limited to Vendor Management functions but extends to driving operational success in partnership with BPO vendors, ensuring operational efficiency and partner performance optimization.

Preferred Specialized Knowledge:  

  • Deep understanding of the fintech industry’s customer care standards and practices.
  • Expertise in Banking, E-Commerce, and Payments.

Travel Requirements:

  • This role necessitates frequent travel, including international trips, to ensure effective coordination and management. Candidates should be ready and comfortable with a significant amount of travel, as it is a critical aspect of successfully fulfilling the responsibilities of this position. Minimum travel: International up to six times/year; domestic up to six times/year.

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 $148,700 – USD $223,100
Zone B: USD $138,300 – USD $207,500
Zone C: USD $130,900 – USD $196,300
Zone D: USD $123,400 – USD $185,200

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