Program Manager, Customer Operations
1 week ago
The Role
You Will
- Understand the products, business strategy and roadmap for the abstraction(s) you support
- Work with teams within the program(s) you support to assess new products, enhancements or initiatives
- Develop and implement strategies for the program(s) you oversee that are aligned with organizational goals
- Create and oversee project documentation, including timelines, milestones, and resource allocation
- Identify potential risks to program success, communicate to relevant stakeholders, and develop mitigation plans
- Develop utilization and success metrics for initiatives within the program(s) you support and collaborate with data teams to design and implement
- Collaborate with Content, L&D, Business Systems, Legal, Compliance, and Operations teams across projects to identify and deliver operational requirements to launch new features and workflows
- Understand high level dependencies on teams within the Cash App and Afterpay organisations
- 5+ years of experience in a program management or similar role
- Experience documenting cross-functional business and technical requirements (e.g. Product Requirements Docs, Business Requirement Docs)
- Experience working with product and technical teams to build and deliver end-to-end programs with knowledge of the underlying lifecycles, platforms and technologies
- Experience segmenting and prioritizing large multi-quarter projects into pilots and future iterations
- Ability to indirectly lead, influence and motivate cross-functional teams and business owners to achieve program timelines and deliverables
- Ability to frame and distill complex information appropriately and are comfortable regularly presenting to different audiences
- Analytical mindset with the ability to identify and solve problems efficiently
- Demonstrated success in problem solving; comfortable getting in the weeds if necessary to understand, explain, and solve a problem
- Ability to work a flexible schedule with stakeholders in US time zones approximately 40-50% of the time.
- Certification in project or program management (e.g., PMP, PgMP, LSS)
- Has in-depth knowledge of the function, structure, and services/offerings of product and operational program(s)
- Familiarity with regulatory compliance and information security
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.
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