Banking Operations Manager, Cash App

  • San Francisco, CA, USA
  • Full-time
  • Current Square Employee?: Apply via go/jobs

Company Description

Cash App is the fastest growing financial brand in the world. 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 money app with over 15 million active monthly users (as of 4Q18). Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year. With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today’s banking system.

Job Description

The Cash App Operations Team is responsible for building and managing a scalable operating environment for a fast growing mobile payment app with multiple, external partners and internal, cross-functional stakeholders. While reporting to the Banking Operations Lead, you will be responsible for delivering operational excellence in multiple areas including managing key external partners, driving operational projects, investigating operational issues, participating in cross functional initiatives for the Cash App and supporting product development through partner alignment.

You will:

  • Optimize strategic partnerships for the Cash App through detailed and proactive partner management, working with banking partners to define, iterate, stabilize and enable new initiatives and features

  • Collaborate with the banking product manager and data science team to perform transaction investigations and analysis to optimize revenue and mitigate chargeback losses across all partnerships 

  • Collaborate with the merchant ecosystem to optimize acceptance and minimize potential “bad actors” who potentially disregard network card rules

  • Drive partner and customer escalations to resolution, follow up and handle internal escalations from numerous cross functional partners including customer service, risk, compliance and engineering

  • Collaborate with partners - both internal and external to improve platform resilience, to resolve partner incidents, document processes, drive accountability and performance in line with contracts.

  • Manage partners through recurring reviews to ensure continuous improvement

  • Collaborate across multiple internal partners including engineering, product, design, finance, legal, compliance and risk

  • Analyze multiple sources of data to inform business decision decision making and optimize operations

Qualifications

 

  • 8+ years of operations and partner management experience, preferably in a fast moving technology or financial services company

  • Extensive understanding of the payment industry and its current evolution from traditional banking products to customer-centric apps and products

  • Experience with developing and evolving processes to ensure scalability with a high volume product.

  • Strong relationship building skills with leaders and technical teams & the ability to develop consensus and drive stakeholders to a decision

  • Deep analytical skills that can drive the development of reporting, tools and other business processes to smooth operations and enable analysis of nascent industry movements

  • Utilizing influence to drive outcomes with internal & external stakeholders.

  • Strong ability to build & leverage cross functional relationships.

Additional Information

All your information will be kept confidential according to EEO guidelines.