Communications Strategist

Block•Atlanta, GA

2d•Remote

About The Position

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 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. We’ve 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.

Requirements

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.

Responsibilities

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.