Full Description

About Our Client It all started with an idea 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 over 50 million monthly active customers. The organization wants 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. Many of the roles can be done remotely from the countries where Cash App operates. No matter the location, the experience is tailored to ensure employees are creative, productive, and happy.

About The Role Cash App is seeking an experienced Quality Assurance (QA) Manager to drive the strategy, operations, and continuous improvement of its global Quality ecosystem. In this role, the individual will oversee QA programs across multiple internal teams and BPO partner sites, ensuring the delivery of 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. The role involves managing a team of QA leaders while partnering closely with Operations, Product, Training, and Data teams to drive impactful change at scale.

Key Responsibilities Lead & 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.

Required Qualifications 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 Qualifications 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.

Note

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