Change Management Specialist, Customer Success

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/Clearpay, 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.

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.

Cash App’s Change Management team uses project management expertise, extensive knowledge of product and customer operations, and industry standard change methodologies to deliver best in class change management. Our mission is to strengthen Cash App customers' relationship with money by guiding and preparing Cash Customer Operations (CCO) through product and process changes by promoting a culture of context and awareness. You'll build on this vision by supporting CCO and Cash Product teams by integrating a knowledge of the product, customer and support experience into product, workflow, and CCO system updates.

You will:

• Be adept at making decisions that align with business priorities
• Understand high level dependencies on all teams within the CCO organization
• Attend and engage in weekly team meetings and 1:1s with direct lead to discuss performance, capacity, personal and professional development
• Generate awareness and buy-in with stakeholders through strong communication, advocacy and collaboration
• Influence best practice sharing and standardization of processes throughout the team
• Keep initiatives on track, effectively solve problems and escalate concerns where necessary
• Work with stakeholders to collect business requirements, partnering with Service Delivery and other teams to turn these into technical requirements for execution
• Lead and participate in cross-functional meetings to represent CCO objectives, needs, and perspective to stakeholders
• Create and maintain project artifacts such as project documentation, summaries, execution plans, and slide decks to provide regular status updates to key stakeholders and leaders within the organization
• Collaborate with Product Managers, Engineering Teams, Content & Communications, L&D, Business Systems, Legal, Compliance, and Operations teams across projects to identify CCO impacts and deliver operational requirements to launch new features and workflows
• Read, understand and simplify documentation from cross-functional teams to develop project execution plans

Qualifications

Must have:

• Understanding and working knowledge of tools such as Coda, Notion and Jira or similar
• Excellent written communication
• Proactive nature, a sense of urgency, and a high degree of self-motivation
• 3+ years of experience in Change Management, Project Management, Product Operations or similar role
• Experience thinking strategically, and ability to manage ambiguity, risk, and changing project conditions
• Strong organizational skills and decision quality
• Ability to learn quickly and work effectively in a self-directed environment and proven quick learner
• High emotional intelligence and ability to build strong partnerships across the organization
• Excellent relationship-building skills with key partners, stakeholders, and peers
• Exceptional and proactive problem solver; comfortable getting in the weeds if necessary to understand, explain, and solve a problem

Preferred:

• CAPM (or similar)
• Ability to evaluate the ultimate impact of decisions and actions on internal and external customers
• Comfort with managing up, down and across the organization to get work done
• Prosci (or similar) Change Management certification
• Skill in explaining complex business requirements to technical teams
• Proficient understanding of Change Management principles and their application
• Experience prioritizing multiple competing stakeholder needs

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 $85,900 - USD $104,900

Zone B: USD $79,800 - USD $97,600

Zone C: USD $73,000 - USD $89,200

Zone D: USD $64,400 - USD $78,800

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:

• Paid Life insurance, AD&D. and disability benefits
• Paid parental and caregiving leave
• Employee Stock Purchase Program
• Learning and Development resources
• Healthcare coverage
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Paid time off
• Retirement Plans including company match

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.

US and Canada EEOC Statement

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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.