Head of Product, Support

Job Description
Cash App's top strategic business priority is trust. Building deep trust with our customers allows us to deepen our financial relationship with them, introduce them to new products, increase our share of wallet for each service, and expand our customer base.
We want customer support to be a key reason why people trust Cash App with their money. We want to build lasting trust with customers by making it easier to get help that resolves their issues.
You Will

• Define the product strategy, roadmap, and prioritization for the customer support experience, including automation
• Coach and develop three Product Managers, and improve the performance of the cross-functional teams
• Partner with peer Leads across Designer, Client Engineering, Server Engineering, Machine Learning Modeling, Machine Learning Engineering, and Data Science
• Deeply understand the needs of agents and customers to guide the overall Support Product team
• Partner with the Customer Operations team to achieve overall support goals

You Have

• 12+ years of product management experience at large scale within the tech industry
• 6+ years of consumer facing mobile app experience
• People management and experience leading high-performing teams; demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while delivering high impact.
• Defined and owned a roadmap without much guidance / comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
• An analytical mindset with the best-in-class ability to distill and communicate data, risks, and tradeoffs to make decisions, determine roadmap prioritization, and understand and communicate customer and business impact
• Displayed strong customer empathy and experience shaping product direction and execution based on customer needs and appreciation for product design
• 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 Block's most senior leaders.
• Exceptional cross-functional stakeholder alignment and management, particularly experience in influencing the direction of large-scale operational teams, Machine Learning / AI to deliver operational efficiency, and Compliance, Legal and external partners in a highly regulated industry

Highly preferred:

• Experience in the fintech industry

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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.
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.
Zone A:
$239,600 - $359,400 USD
Zone B:
$239,600 - $359,400 USD
Zone C:
$239,600 - $359,400 USD
Zone D:
$239,600 - $359,400 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.