Dispute Operations Lead, Cash App

Company Description

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 47 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.

Check out our locations, benefits, and more at cash.app/careers.

Job Description

This position will lead a risk operation team of approximately 10-15 associates focused primarily on disputes operations for all Cash App products. This role has material cross-functional collaboration requirements within Cash App and with our third party banking relationships. Primary focus will be on daily operational management including: people development, SLA adherence, workflow efficiency management, resource allocation, and all things fraud and risk mitigation. A successful candidate will have an awareness of leading practices associated with Legal and Compliance requirements impacting dispute operations.

This role is responsible for:

Operational Management

• Strategic Planning

• Workflow/workforce planning and management

• Management Reporting & Metrics

• Leadership & Mentorship

• System Tools(internal/external) integration & build

• Industry Expertise (Banking, E-Commerce, Payments)

Cross-Functional Projects/Partnerships

• Partner with Customer Operations, Voice of Customer, Knowledge Operations, Work Force Management and Cash Product on projects directly associated with the department

• Partner with third-party vendors or other external partnerships (as needed)

Leading a Team

• Manage a team of high performing individuals in fast-paced environment

• Ability to mentor, coach and lead from the front

• Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures

• Recognize and Reward talent; ensure accountability at all levels within the team roles

• Manage individual performance to metrics and provide ongoing insight and coaching

Qualifications

• 6+ years of work experience with 3+ years of direct people management experience required

• Strong regulation E knowledge

• Strong error resolution process knowledge

• Past product or project management experience

• Experience building …