People Matter

Head of Support Quality Management



Customer Service, Quality Assurance
San Francisco, CA, USA
Posted on Friday, June 14, 2024

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

Job Description

As the VP of Support Quality Management for Cash Customer Operations (CCO), you will be responsible for designing and building our operational and customer experience quality program from the ground up. You will deliver the strategic vision of our Quality Management team, set goals, prioritize tasks, guide investment decisions, and lead methodical execution to ensure regulatory and external partner compliance. You will oversee the quality assurance and quality control efforts and design and drive a program that produces data, insights and recommendations that enhance customer satisfaction, mitigate operational and customer risk and ensure a high level of process and procedural quality. In this role you would report to Cash App’s Global Head of Customer Operations.

You will:

  • Plan, execute, and evaluate results of quality audits/reviews and control/operational integrity initiatives

  • Lead the Quality Management Team’s focused review and internal controls assurance, testing assurance, technology/systems assurance, and external and regulatory audit management

  • Lead a team responsible for developing processes for identifying emerging trends through data gathering and analysis

  • Use your deep understanding and ability to innovate to envision and execute on programs covering customer experience quality, procedural and compliance adherence and quality, and decision and outcome accuracy and quality

  • Influence and collaborate with stakeholders across Support, Risk Operations, Legal, Compliance, and Product.

  • Own decision-making on complex trade-offs that balance the customer experience, operational scalability, and business impact.

  • Be driven by Block’s purpose of economic empowerment


You Have:

  • 15+ years of audit (internal and/or external), quality assurance/review, internal controls and assurance, risk management, corporate governance, compliance and/or related experience with a strong preference for experience in banking and/or financial services

  • 10+ years of experience in banking and/or financial services and scaled customer support or call center experience with a deep understanding of operations functions and quality management concepts

  • 10+ years of people leadership experience with experience managing managers and multiple sub-teams

  • Experience in executing internal investigations and reviews, with a focus on internal, financial and operational controls and processes.

  • Rich background in client management, data analysis, and resource management and in building executive level partnerships with global outsourcers

  • Experience leading and managing a high performing, high impact team that consistently delivers with a preference for leadership experience in the regulated financial services industry

  • Incredible business sense and a high degree of comfort with ambiguity. You’ve built functions, teams, and/or processes from scratch.

  • Quantitative and analytical abilities to analyze an issue, use data to problem solve and determine prioritization, and create a framework for a compelling and inspirational business strategy.

  • Excellent written and verbal communication and narrative story-telling skills. You can frame and distill complex information appropriately for different audiences and are comfortable presenting to Cash App’s most senior leaders.

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 $263,600 - USD $395,400
Zone B: USD $263,600 - USD $395,400
Zone C: USD $263,600 - USD $395,400
Zone D: USD $263,600 - USD $395,400

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

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.

US and Canada EEOC Statement

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.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.