Quality Management Enablement & Program Effectiveness Senior Lead

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 50+ 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.

The Role

The Block Customer Operations Quality Management (QM) program plays a key role in bringing that mission to life for our customers. The Quality Management team's role is to monitor customer interactions from our voice, messaging, email, and social channels and measure adherence to business-level processes, regulatory requirements, and customer experience expectations, to ensure our business interactions are compliant and deliver an exceptional customer experience.

We are looking for a highly skilled, innovative and technically skilled Quality Management Leader capable of designing, implementing, and managing a comprehensive quality management system strategy and help redefine our Quality program.

In this role, you'll lead a team of Quality Strategists responsible for the administration, optimization, and development of our quality management tool and capabilities, across multiple brands, while ensuring alignment with business objectives and quality standards. You will utilize deep operational industry knowledge to implement and improve on people, process and technology, while serving as a strong cross-functional leader.

You will be accountable for setting up automated QA specialist case assignments, ensuring QA meets advocate QA saturation targets, driving the AutoQA program, managing and developing dashboards within the QMS, and generating insights and data-driven recommendations for program enhancements.

You Will

Strategic Leadership:

• Partner with the Block Applications team and the QMS tooling vendor to drive tooling strategy, platform optimization and roadmap development.
• Drive program transformation through implementation and optimization of QMS tooling capabilities, including AutoQA to drive efficiency and program enhancements.
• Establish leading-edge QMS industry best practices, developing an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.
• Identify and manage existing and emerging risks that stem from business activities.
• Ensure risks associated with business activities are effectively identified, measured, and monitored.
• Build constructive relationships with team members up, down, sideways, inside, and outside of QM, to align on QMS strategy and tooling capabilities.
• Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.
• Utilize metrics to measure the growth and performance of the team, while improving team performance through behavioral coaching.
• Use deep discipline and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.
• Serve as a source of knowledge for QM expectations and processes to the rest of Customer Operations Leadership.
• Lead end-to-end project plans and ensure delivery of essential success plans.
• Scale the QM organization by capitalizing on opportunities for increased efficiency and driving productivity.

Program Effectiveness:

• Develop and manage automated QA specialist case assignments, ensuring QA meets coverage requirements to achieve advocate saturation targets.
• Establish mechanisms and routines to provide QA Specialist daily, weekly and monthly productivity and efficiency opportunities.
• Partner with QM Governance to execute on requests requiring updates to evaluation forms, scoring, ops qu