Responsibilities
- Own the bank program and outcomes: Serve as the single-threaded leader for the sponsor bank relationship and program; define and run the engagement model (governance, SLAs, decision rights, change control), ensure obligations are met, and be accountable for program performance, partner satisfaction, and partnership health.
- Proactively identify opportunities to strengthen the relationship, increase partner value, and create efficiencies and improvements, both internally and externally.
- Design and implement clear RACI, intake processes, and cadenced forums (steercos, weekly ops, and QBRs with scorecards).
- Hold internal and external stakeholders to commitments and timelines.
- Establish decision-making frameworks that enable speed while maintaining rigor.
- Own the end-to-end program delivery lifecycle.
- Ensure timely bank notifications and approvals for incidents and program changes, including new products and services.
- Coordinate remediation, approvals, and evidence capture across all workstreams.
- Maintain a comprehensive requirements & obligations tracker—you own the process, timeline, and results.
- Build and maintain a centralized requirements management system.
- Create reusable templates and playbooks for obtaining and fulfilling bank requirements (e.g., partner requests, network mandates, collateral/communications submissions, decision logs, approval evidence).
- Work with internal stakeholders to ensure consistent execution.
- Continuously refine these tools based on lessons learned and partner feedback.
- Develop and own program-critical KRIs/KPIs (e.g., SLA adherence, approval cycle time, audit/exam finding closure rate, incident notification timeliness, partner satisfaction, change request lead time, partnership value delivery, program milestone completion rate, rework/escalation rates).
- Continuously monitor and report weekly/monthly/quarterly.
- Use data to identify improvement levers, track progress against program goals, and communicate program health to leadership.
- Identify systemic issues, failure modes, and inefficiencies in program execution.
- Run pilots; implement workflow/tooling/process changes.
- Measure and scale impact.
- Drive a culture of continuous improvement across all program workstreams.
- Standardize best practices and eliminate redundancy.
- Develop and maintain a multi-quarter program roadmap aligned with business priorities by partnering with Product teams throughout the company.
- Identify strategic initiatives that improve operational efficiency, reduce risk, and strengthen the partnership.
- Manage dependencies, sequencing, and resource allocation across the program.
- Coordinate across networks, processors, servicing/Reg E, fraud/risk, compliance, and product teams.
- Ensure clear communication, aligned priorities, and timely delivery.
- Escalate blockers and drive resolution.
- Serve as the connective tissue that keeps the program moving.
- Apply AI-assisted routing, documentation, policy checks, knowledge retrieval, and program tracking with human-in-the-loop guardrails to improve program operations, decision-making, and efficiency.
- Make timely decisions in ambiguous environments.
- Escalate with clear options and recommendations.
- Own outcomes.
- Provide crisp, data-informed program updates, status reports, and strategic recommendations to senior leadership.
- Serve as the trusted voice on program health, risks, and direction.
Work Arrangement
Remote (Worldwide)
Team
Structure: Cross-functional collaboration with networks, processors, servicing/Reg E, fraud/risk, compliance, and product teams. Reports to: Head of Issuing Bank Program Management/Partnerships
Additional Information
- Distributed team since day one
- Roles can be done remotely from the countries where Cash App operates
- Tailor experience to ensure employees are creative, productive, and happy
