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Issue Management Lead- CashApp

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Company Description

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, 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. This is our mission, and it’s why working at Cash App means so much more than a job.

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.

Check out our locations, benefits, and more at cash.app/careers!

Job Description

Under the guidance of Cash Customer Operations (CCO) Operational Risk Lead, the issue management lead will design, implement and oversee the issue management program for CCO. 

Within the Operational Excellence Team, this role will have end to end responsibility  of the centralized Issue management process including: program development, training, template design and management, identification of new issues, prioritization of remediation activities, remediation identification, and ongoing testing. 

You will:

  • In collaboration with the Operational Risk and Operational Excellence Leadership, design, development and implementation of the CCO issue management program 
  • Facilitation of the Issue Management program across CCO
  • Training of stakeholders on issue management and onboarding to the program 
  • Oversight of remediation for all CCO issues including regulatory findings including design plans, stop gaps, and execution for remediation
  • Partnership with key individuals within the organization to reduce risk exposure, and remediate open issues in a structured manner
  • Participates in efforts and/or activities that ensure compliance with applicable federal, state, and local laws and regulations
  • Identifies gaps and inform solutions that minimize losses resulting from inadequate internal processes, systems or human errors
  • Identifies gaps and inform solutions that minimize losses resulting from inadequate internal processes, systems or human errors
  • Plan, schedule and track timelines and milestones towards corrective actions and remediations
  • Communications related to issues including the leadership, stakeholders, and bank partner including regular reporting of status to stakeholders and  Senior Management
  • Regular engagement with business stakeholders including product, legal, and compliance
  • Review incoming escalation cases and assess appropriate prioritization and ownership
  • Monitor any emergency cases and coordinate immediate response teams into action
  • Develop and evolve Issue Management best practices and documents

Qualifications

You have:

  • 5+ years of experience in Issue, Risk, or Control Management
  • General understanding of relevant financial services regulation and supervisory expectations for large complex financial institutions
  • Demonstrated ability to think strategically, analytically, and creatively problem solve
  • Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
  • Meaningful knowledge across the enterprise risk management and/or operational risk management frameworks, including risk identification, risk strategy, processes and controls
  • Experience planning and organizing cross functional work, building teams, and managing stakeholder groups to drive complex, high-priority efforts through to completion
  • Ability to communicate to executive leadership through written and oral presentation/documentation
  • Experience providing practical advice under pressure and prioritizing work.
  • Track record of managing internal relationships and demonstrated experience in leading sustained change and change management efforts
  • Experience contributing at both the strategic and tactical level, focused in collaboration and leading by influence.
  • G-Suite & Slack (or similar communication platforms)

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 $125,600 – USD $153,600
Zone B: USD $116,800 – USD $142,800
Zone C: USD $110,500 – USD $135,100
Zone D: USD $100,500 – USD $122,900

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. 

Benefits include the following:

  • Healthcare coverage
  • 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
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits 
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

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

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. 

Learn more about our efforts to promote inclusion and diversity at block.xyz/inclusion

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.