Partner Performance Analyst, Cash App

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 worlds 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. Weve 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

As a Partner Performance Analyst youll oversee the performance and enablement of external support partners ensuring they deliver consistent high-quality service. Youll use data and AI-powered insights to monitor results drive improvements and surface trends that inform operational decisions. Through strong relationships governance and continuous feedback loops youll help partners achieve business goals and elevate the overall customer experience.

You Will

• Monitor day-to-day performance of external partner teams that support front-line operations.
• Produce regular performance reports and scorecards that surface trends outliers and clear next steps for partners and stakeholders.
• Integrate AI-based insights into weekly performance reviews and dashboards to proactively identify trends forecast capacity needs and pinpoint improvement opportunities across partner teams.
• Translate findings into coaching process changes and risk reduction.
• Lead routine governance and business reviews track agreed actions and drive issues to resolution.
• Facilitate frontline learning and feedback loops with partner teams to capture voice-of-customer and improve operational consistency.
• Investigate escalations lead root cause analysis and assist with corrective actions with partners and internal teams.
• Partner with cross-functional teams to deliver enablement documentation and tooling that improve accuracy and efficiency.
• Maintain quality standards calibration practices and partner-facing documentation.

You Have

• Licensing: FINRA Series 7 24 and 63 (or equivalent).
• 3 years of experience in operations vendor or partner management enablement or quality programs.
• Leverages AI-driven analytics and reporting tools to identify performance trends predict emerging risks and recommend data-informed actions that improve partner efficiency and quality.
• Strong analytical ability and comfort working with data and reporting tools to generate insights and recommendations.
• Experience running partner performance programs scorecards and governance cadences.
• Demonstrated skill in quality assurance root cause analysis and coaching to drive measurable improvement.
• Excellent stakeholder management communication and facilitation skills.
• Organized detail-oriented and able to manage competing priorities across internal and external teams.
• Familiarity with customer support or contact center environments and ticketing or tracking systems is a plus.
• Desirable Qualifications: Bilingual in English & Spanish

Were 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 were doing to build a workplace that is fair and square Check out our ID 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.

Required Experience:

IC