Content Operations Team Lead (Risk, Compliance, & Governance)

Cash App
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.
Job Description
Cash Customer Operations is looking for a Risk, Compliance, & Governance Lead to join our Content team. Our Content team is responsible for developing support content and processes that enable best-in-class experiences for Cash App customers and the customer success teams that support them.
As Content Team Lead, you're responsible for the performance and development of a team of content writers and process creators focused on delivering effective, high quality support content and documentation. You'll create strategies for developing and implementing timely, accurate information for internal and external customers, empowering content users to self solve possible app and case-handling issues. You'll do this by partnering with peers in Product, Risk, Brand, Compliance, and frontline operations to improve the end-to-end customer experience.
Day-to-day, the Content Team Lead will build a high-performing team, bring awareness to Content projects and success, guide strategy for their areas of focus, and identify continuous improvement opportunities.
Reports to: CCO Lead of Content & Learning Operations
You Will:

• Lead and measure the success of a team of content and process creators, including on-going coaching and development
• Guide delegation of work among team, including work alignment and speciality projects
• Set clear expectations and drive improvements around launches and timelines for team
• Manage Content ticket system (currently Jira ServiceDesk) and share trends and areas for improvement, including automation, reporting, triage, and prioritization
• Own the content strategy for the Risk, Compliance, & Governance Content Team, in collaboration with product and business DRIs, and ensure projects are supported by aligning Content team members and resource
• Create guides and scalable processes for the team (e.g., tutorials, onboarding, SOPs, templates) including communicating the team's value and impact to other areas of the organization
• Build great relationships with key stakeholders, driving deep understanding of customer as well as internal team needs (with a particular focus on frontline)
• Report on core metrics and KPIs for team, and provide updates to Lead and stakeholders on projects (e.g., Help Center content audit - report and act on customer views, contact rate, etc., and make recommendations to Content, Customer Insights, Marketing, and Product)

Qualifications
You have:

• 4+ years of experience in a content or knowledge program
• 4+ years of formal or informal people management or coaching experience
• 4+ years of strong technical/product content creation experience with examples of owning and driving large projects, measurable results, and improvements to content operations
• Deep understand of risk and prior experience with risk assessment, mitigation strategies, and compliance requirements
• Reg E/EFTA and UDAAP familiarity preferred
• Prior experience with managing audit trails / retention requirements to keep content updated and compliant
• Proven strong written and verbal skills; ability to turn complex concepts into easy-to-understand resources
• Experience working within high levels of ambiguity (e.g., new teams, systems, processes)
• Strong interpersonal and communication abilities - you can break down complex topics and build partnerships
• Data driven, including experience establishing, reporting on, and empowering team to achieve Service Level Agreements (SLAs) and/or KPIs
• Proven ability to develop direct reports, and can hold team members and cross-functional partners accountable to shared expectations
• A passion for empowering Cash App customers and direct reports through educational content that both solves problems and helps them grow
• Experience working with CRM tools (like Salesforce, Zendesk), CMS tools (like Contentful, Acrolinx), and team wikis/intranets (like Notion, Confluence)

Even better, you have:

• Financial or tech Industry experience
• Business process improvement or knowledge gap analysis experience
• Direct understanding of Cash App products and workflows
• Experience with a enterprise CMS transformation and/or scalable content

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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:
$135,200 - $202,800 USD
Zone B:
$125,800 - $188,600 USD
Zone C:
$119,000 - $178,400 USD
Zone D:
$108,200 - $162,200 USD
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.