Product Head of Support Product - Square Inc.

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.

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 end-to-end across the entire support from customer channel experience and automation to agent tools
• 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
• Coach and develop four 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

Qualifications

• 14+ years of product management or equivalent experience with experience in product support at scale
• People management and experiment leading teams: demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while achieving organizational objectives.
• Shown high agency and attention to detail driving product teams forward daily
• Defined and owned a roadmap without much guidance
• Displayed strong customer empathy and experience shaping product direction and execution based on customer needs
• Resilience and experience driving cross-functional product initiatives in a successful way
• A hunger to tackle complicated and impactful product & business problems
• Appreciation for product design and the customer experience
• Strong strategic thinking, problem solving, and logical structuring abilities
• Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
• Experience working with and building tooling for large-scale operational teams
• Expertise and passion working with Machine Learning / AI to deliver operational efficiency

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 $290,000 - USD $435,000
Zone B: USD $290,000 - USD $435,000
Zone C: USD $290,000 - USD $435,000
Zone D: USD $290,000 - USD $435,000

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.

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, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances. Because the material duties of this role involve direct or indirect access to sensitive personal or financial data, a criminal background check is required following a contingent offer of employment.