Quality Assurance Manager, Customer Success

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

Cash App is seeking an experienced Quality Assurance (QA) Manager to drive the strategy, operations, and continuous improvement of our global Quality ecosystem. In this role, you will oversee QA programs across multiple internal teams and BPO partner sites, ensuring we deliver consistent, high-quality support experiences that strengthen customer trust.

This leader will shape Cash App's QA vision, elevate operational standards, and leverage insights and automation to influence cross-functional decisions. You'll manage a team of QA leaders while partnering closely with Operations, Product, Training, and Data teams to drive impactful change at scale.

You Will

ResponsibilitiesLead & Develop Teams

• 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.

Strategic Program Leadership

• 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.

Oversee Operational & Partner Oversight

• 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.

Collaborate Across CashApp

• 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.

Drive Automation, Insights & Tooling Adoption

• 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.

Lead Continuous Improvement & Global Scaling

• 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.

You Have

• 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.

Even Better

• 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.

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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. 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.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.