Program Manager, Customer Operations

Join a movement in which everyone can win. We started a movement in which everyone can win - shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.
Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.
We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.
The Role
We are seeking an experienced and dynamic Program Manager to join our team. Reporting to the Program Management Lead, the ideal candidate will be based in Australia and have a strong background in product and customer operations, and a proven ability to apply industry standard methodologies to achieve specific business objectives. In this role you will be responsible for managing and overseeing a group of interconnected initiatives within the Commerce team supporting Cash App, Afterpay, and Clearpay. You will provide guidance and strategic direction to a diverse group of teams and stakeholders while ensuring strong program performance and alignment with organisational goals.
You Will

• Understand the products, business strategy and roadmap for the abstraction(s) you support
• Work with teams within the program(s) you support to assess new products, enhancements or initiatives
• Develop and implement strategies for the program(s) you oversee that are aligned with organizational goals
• Create and oversee project documentation, including timelines, milestones, and resource allocation

• Identify potential risks to program success, communicate to relevant stakeholders, and develop mitigation plans

• Develop utilization and success metrics for initiatives within the program(s) you support and collaborate with data teams to design and implement
• Collaborate with Content, L&D, Business Systems, Legal, Compliance, and Operations teams across projects to identify and deliver operational requirements to launch new features and workflows

• Understand high level dependencies on teams within the Cash App and Afterpay organisations

You Have

• 5+ years of experience in a program management or similar role
• Experience documenting cross-functional business and technical requirements (e.g. Product Requirements Docs, Business Requirement Docs)
• Experience working with product and technical teams to build and deliver end-to-end programs with knowledge of the underlying lifecycles, platforms and technologies
• Experience segmenting and prioritizing large multi-quarter projects into pilots and future iterations
• Ability to indirectly lead, influence and motivate cross-functional teams and business owners to achieve program timelines and deliverables
• Ability to frame and distill complex information appropriately and are comfortable regularly presenting to different audiences

• Analytical mindset with the ability to identify and solve problems efficiently

• Demonstrated success in problem solving; comfortable getting in the weeds if necessary to understand, explain, and solve a problem
• Ability to work a flexible schedule with stakeholders in US time zones approximately 40-50% of the time.

Nice to have:

• Certification in project or program management (e.g., PMP, PgMP, LSS)

• Has in-depth knowledge of the function, structure, and services/offerings of product and operational program(s)
• Familiarity with regulatory compliance and information security

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 identity or 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 .
Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.
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.