Dispute Operations Lead, Cash App
St. Louis (Remote), MO, United States
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 …
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Remote
Benefits/PerksCommission plan Employee benefits Employee Stock Purchase Program Equity plan Healthcare coverage Learning and Development Learning and Development resources Market-based pay Paid Life insurance Paid parental and caregiving leave Paid Sick Leave Paid Time Off Retirement plans Wellness programs
Tasks- Mentorship
- Strategic Planning
Analytical Banking Collaboration Compensation Compliance Cross-functional Collaboration E-commerce Financial Services Go HR Leadership Problem-solving Product Management Project Management Regulation E Risk Risk Assessment Sales Strategic planning Technology Workflow
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9