Identity & Controls Operations Lead ID-18809
The Team
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.
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The Role
We are seeking a highly motivated, experienced, and resourceful individual to inspire and lead Block's Customer Operations' - Identity & Controls Operations team.
This team focuses on providing Cash App users with reliable and secure access to their accounts, and building highly trusted customer identity and controls frameworks to support Cash App's ecosystem. This team works to safeguard accounts from unauthorized and inauthentic access to make account access secure for existing and new customers.
In this role, you will serve as a domain expert and cross-functional leader inside the company, working with product, machine learning, engineering, and other operational teams to serve and support our customers and build Cash App's reputation as a financial institution they can trust. You'll manage the operations of the Identity & Controls team, which consists of a complex portfolio of workflows, to ensure we achieve Cash App's most important strategic priorities and maintain adherence to applicable laws and regulations, as well as industry standards. You will set, track and manage a team of leaders, and your team's Key Performance Indicators (KPIs) with training, recruiting, analytics, workforce management, customer experience analytics and other teams focused on keeping our customers safe.
You Will:
- Manage and lead the Identity & Controls Operations function, utilizing deep product and industry knowledge to implement and improve on best practices, while serving as a strong cross-functional leader
- Own efficiency and execution of Identity & Controls operations workflows (including Identity Verification, Elder Abuse, ID Theft, Escheatment, among others), balancing quality and cost to maximize investments and talent
- Manage metrics to measure the growth, performance, and team impact, set goals and provide progress updates
- Gather and synthesize relevant data, suggesting improvements in the tools and workflows to help scale the team
- Ensure seamless integration of systems, tooling, and third-party services to align with policies and business objectives
- Implement relevant policies, procedures, and solutions to comply with security and regulatory requirements, and industry standards
- Capitalize on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and empower team members
- Develop and lead end-to-end project plans and ensure on-time delivery of critical customer success initiatives
- Manage relationships with third parties/vendors to ensure products and services meet organizational needs and expectations
- Develop strategies to shift Risk from a reactive to a proactive approach, as well as improve customer pain points around identity and access
- Coach and mentor team members with a focus on professional development, and upstream/preventative thinking
You will be accountable for:
- Leading and guiding the performance of the Identity & Controls Operations function on the core work KPIs (around quality, efficiency), and metrics that are critical to running the business, like involuntary attrition, retention, and engagement
- Building and representing the team's culture and priorities as part of the overall ecosystem Customer Operations is building across internal and external sites
- Leading, coordinating or supporting efforts around major impactful high visibility projects
- Building and fostering, mentoring and coaching the leadership talent we have in our team, and creating paths forward for every operational role to enrich the organization and retain our talent
- Developing and enabling opportunity and growth for team members beyond role-based, professional, and educational paths for personal improvement
You Have:
- 15+ years of financial services or technology industry experience, specifically in a leadership position related to identity / access management, with a focus on risk management, payment systems/processing, or other relevant fields
- 5 years of experience with identity management practices and technologies (such as single sign-on (SSO), privileged access management, multi-factor authentication (MFA), etc.), and document verification standards
- US and global regulatory knowledge around financial and consumer protection standards
- Experience creating, building, and optimizing identity operations, particularly in a fast-paced startup or technology environment
- Proven track record of leading large scale identity projects, integrating complex systems, and onboarding new technology solutions
- Past experience working in a rapidly scaling organization and going from a single-site model to a global or distributed model
- Ability to influence and communicate cross-functionally; excellent written and verbal communication skills, with ability to convey complex information to varying levels of technical and non-technical audiences
- Strong problem-solving abilities with a strategic and analytical mindset
- Expertise handling multiple competing priorities, and balancing and communicating trade-offs
