BPO Risk Operations and Identity Management Lead

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.
The Role
We are seeking a highly motivated, experienced, and resourceful individual to inspire and lead the Risk Operations Identity Management team, with a strong focus on integrating and managing Business Process Outsourcing (BPO) operations. This team is embedded within the Cash Risk Operations function, and focuses on providing Cash App users with reliable and secure access to their accounts, and performs identity and controls related investigations and manual reviews to support Cash App's ecosystem. This team works to safeguard accounts from unauthorized and inauthentic access to build trust with 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 an operations 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. Additionally, you will oversee BPO Operations within Risk Operations, creating a centralized strategy for BPO management. 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:

• Guide the design and execution of BPO Operations within Risk Ops, creating a centralized and unified strategy for BPO management
• Develop and execute strategic plans to align Risk Operations BPO strategy with organizational objectives
• Collaborate with internal teams to ensure BPO Partners deliver high quality service and meet performance expectations
• Oversee operational workflows (including Identity Verification, Elder Abuse, ID Theft, Escheatment, among others), optimizing quality, cost, and resource utilization across both Internal teams and BPO Partners
• Define and track metrics to measure the growth, performance, and team impact, setting goals and providing regular updates.
• Gather and synthesize relevant data, suggesting improvements in the tools and workflows to support scalability
• Ensure seamless integration of systems, tooling, and third-party services with policies and business objectives
• Develop and enforce relevant policies, procedures, and solutions that comply with security and regulatory standards
• Drive opportunities for increased effectiveness and efficiency, empowering team members to enhance quality and productivity
• Oversee critical and/or ad-hoc projects assigned, ensuring timely delivery
• Manage vendor and third-party relationships, particularly BPO operational counterparts to align with organizational needs and support adherence to service level agreements (SLA)
• Develop strategies to shift from a reactive to a proactive approach, as well as improve customer experience resulting from manual/operational reviews
• Coach and mentor team members with a focus on professional development and problem-solving capabilities

You will be accountable for:

• Guide the performance and deliver on KPIs and metrics that are critical to running the business, including operational metrics, involuntary attrition, retention, and engagement
• Shape and represent the team's culture and priorities as part of the overall ecosystem Risk Operations is building across internal and external sites
• Lead or support impactful, high-visibility projects
• Cultivate talent within the team, and create opportunities for growth
• Enable pathways for team members to pursue professional, role-based, and personal improvement opportunities.

You Have:

• 10+ years of financial services or technology, particularly related to operations, risk management, or related fields
• Proven track record of developing and implementing BPO Strategies that align with organizational goals
• 3-5+ years of experience in operational management within risk or financial services environments, including familiarity with identity management practices
• Strong knowledge of U.S. and global financial and consumer protection standards
• Proven success in identity operations, particularly in a fast-paced startup or technology environment
• Experience working in a rapidly scaling organization and going from a single-site model to a global or distributed model, including managing BPO Operations
• Demonstrated ability to lead complex projects, integrate systems, and implement new technologies.
• Ability to influence and communicate cross-functionally; excellent written and verbal communication skills, with ability to convey complex information to technical and non-technical audiences
• Strong skills in process improvement, strategic planning, and resource optimization
• Expertise handling competing priorities, making trade-offs, and driving consensus

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.
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.
Zone A:
$198,000 - $297,000 USD
Zone B:
$198,000 - $297,000 USD
Zone C:
$198,000 - $297,000 USD
Zone D:
$198,000 - $297,000 USD
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.