Block ยท 1 day ago
Quality Assurance Manager, Customer Success
United States
Full-time
Remote
Mid, Senior Level
$123K/yr - $184K/yr
5+ years expBlock is a financial technology company that aims to redefine the world's relationship with money. They are seeking an experienced Quality Assurance Manager to drive the strategy and operations of their global Quality ecosystem, ensuring high-quality support experiences for customers.
Financial Services
Responsibilities
Lead and mentor a team of QA Leads and Partner QA Managers, fostering leadership development, accountability, and operational excellence
Define performance expectations, support career development, and ensure a strong culture of feedback and inclusion across teams
Define and execute the global QA strategy in alignment with Customer Operations and Cash App's broader operational objectives
Use insights from QA programs to influence customer experience, operational processes, and quality standards
Ensure internal and partner QA programs operate consistently and meet high quality standards globally
Lead governance and performance oversight for BPO partners, including onboarding, calibration, and ongoing monitoring
Manage internal QA teams supporting Audit-the-Auditor, Specialty Support, and Complaints Quality
Partner with Customer Success, Training, Product, Operations, and Data to drive improvements in workflows, tooling, and customer experience
Represent QA in cross-functional initiatives that impact policy, operations, or support performance
Champion the use of AutoQA and QMS tools to scale QA accuracy and efficiency
Work with analytics teams to improve dashboards, reporting, and root cause analysis to create actionable insights
Identify and execute initiatives that increase QA efficiency, consistency, and automation
Support resource planning and forecasting to ensure QA programs scale with business growth
Ensure consistency in cross-regional calibration and continuous improvement initiatives that enhance trust in QA outcomes
Qualification
Required
5+ years in Customer Support, Quality Assurance, or related operations roles with increasing leadership scope
3+ years of people management experience, including leading managers or cross-site teams
Proven experience developing and executing quality or operations strategy at scale
Experience managing QA programs across internal and partner or vendor sites
Expertise with Quality Management Systems (QMS), AutoQA, and data visualization tools
Strong strategic thinking, analytical, and storytelling skills
Excellent communication and influence skills, with a proven ability to engage senior stakeholders across departments
Highly organized, adaptable, and comfortable working in a fast-paced, evolving environment
Preferred
Bachelor's degree or equivalent professional experience
Experience leading global QA operations or multi-site teams
COPC or other quality management certification
Familiarity with data analytics and visualization tools (e.g., Looker)
Demonstrated experience building and executing cross-functional quality initiatives
Background in vendor management and operational governance
Benefits
Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning
Company
Block
Block is one company built from many blocks, all united by the same purpose of economic empowerment.
10001+ employees
H1B Sponsorship
Block has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (257)
2024 (253)
2023 (260)
2022 (297)
Funding
Current Stage
Late StageLeadership Team
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Chief Financial Officer
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