Head Of Support Quality Management

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