Operations and Policy Analyst

  • Tokyo, Japan
  • Contract
  • Current Square Employee?: Apply via go/jobs

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

Square, Inc. is seeking an Operations and Policy Analyst to join our dynamic Risk Operations and Policy team. In this role, you will develop risk policies that foster efficiencies across operational risk teams. In this role you will participate in daily fraud risk transaction review and chargeback operations. This role will represent the team as a member of Squares high impact cross-functional teams that support initiatives for both existing and emerging payment products. This position will also work closely with Operational team members both in Japan and additional offshore locations. Additionally you’ll partner with Risk Strategy and Analytics, Risk Product and Project Managers, Data Scientists, and Engineers. This position requires an in-depth understanding of Risk with specializations in Fraud, Chargebacks, and Credit.

Role Responsibilities: 

  • Maintain or exceed established service level agreements and guidelines for timely resolution of queued fraud risk transactions and chargebacks to minimize potential losses

  • Effectively communicate with customers, internal and external parties to ensure all SLAs are achieved

  • Develop and document comprehensive policies and guidelines for Operational risk teams 

  • Create efficiencies in operations by refining process and producing training materials

  • Oversee operational workforce management 

  • Identify problem statements for existing tooling, explore vendor opportunities, and work with Product Management to define requirements for internally developed agent tooling

  • Engage with acquirers and card networks where necessary to advance policy and operations goals, in partnership with risk strategy and Industry Relations 

  • Interface with regulators and compliance to ensure engagement on topics relating to fraud, credit risk, and chargebacks

  • Develop strong internal relationships across risk partner teams (Risk Strategy & Analytics, Risk Product Management, Data Science, and Engineering) and key internal stakeholders (Product owners, Legal, Customer Success, Compliance, Account Management)

  • Bring an inclusive, thoughtful attitude committed to creative problem solving and getting things done


  • 3-5 years of experience in payment industry, credit or commercial banking

  • Understanding and familiarity with chargeback patterns, diverse risk management tools and techniques

  • Strong professional communication skills internally and externally; able to work with clients to understand their business and gather information

  • Able to prioritize effectively and meet deadlines in a high-growth environment

  • Data analysis skills and ability to translate findings into interpretable business case

  • English fluency, both written and oral

  • BA/BS in Business, Accounting, Finance, Economics, or a related field

  • Intermediate Excel/Sheets required; SQL a plus