Communications Strategist

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

The Knowledge Management team ensures that information across Customer Operations is accurate trusted and used effectively. Sitting within Learning & Content Operations this team is responsible for building the systems standards and governance that enable knowledge to scale across Square Cash App and Afterpay.

The Communications Strategist sits within Knowledge Management and is responsible for defining the communications and change management strategy that supports how knowledge changes are understood and adopted across internal teams BPO frontline advocates and Risk Operations partners. This role owns the governance of change communications and builds the infrastructure that allows execution to happen as close to the change as possible through partnership with Support Content Operations.

Your work will directly impact change adoption operational clarity regulatory confidence and trust in our knowledge ecosystem.

You Will

• Own the communications and change management strategy for Customer Operations as a key pillar of the Knowledge Management strategy.
• Establish and maintain governance for change communications including standards decision rights approval pathways and escalation models.
• Design scalable communications infrastructure including templates playbooks toolkits and self-serve models that support consistent execution.
• Partner closely with Support Content Operations to enable production of change communications close to the source of change while maintaining governance standards.
• Contribute directly to communications production for high-impact complex or sensitive changes where proximity and judgment are required.
• Ensure changes to policy process tooling and product are communicated clearly accurately and in a risk-aware manner.
• Collaborate with Learning Customer Operations Risk Operations Product Support to align on messaging timing and sequencing that is in the flow of existing work practices.
• Ensure communications approaches scale across Square Cash App and Afterpay while accounting for brand regional and regulatory nuance.
• Apply change management principles to drive understanding adoption and correct operational behavior.
• Identify risks related to miscommunication timing or change fatigue and proactively recommend mitigations.
• Partner with Platform teams to continuously improve communications tooling and technical processes.

You Have

• 4 years of experience in Communications Change Management Knowledge Management or Content Operations within a complex or regulated environment.
• Demonstrated experience defining communications strategy and governance rather than solely executing content.
• Experience building frameworks standards and infrastructure that enable others to execute consistently at scale.
• Comfort contributing to hands-on production when needed while maintaining a strategic focus.
• Strong understanding of how knowledge communications and change management work together to drive adoption.
• Experience partnering closely with content production teams including support content or similar operational teams.
• Ability to work cross-functionally with product operations learning and risk partners to align on messaging and create in-the-flow delivery strategies.
• Strong judgment and organizational skills with the ability to balance speed risk and clarity.
• Clear structured communication style and the ability to translate complex changes into actionable guidance.

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.