Senior Manager - Disputes & Resolutions

  • San Francisco, CA, United States
  • Full-time

Company Description

At Afterpay, our mission is to power an economy in which everyone can win.  We empower customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. We do this by connecting more than 122,000 retailers across the globe with over 19 million active customers. 

 

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing. And as a part of Block, Inc., (NYSE: SQ), we’re united by our shared purpose of economic empowerment. Ready to shape an economy in which everyone wins?

Job Description

Afterpay is looking for a dynamic, innovative and cross-functional Disputes and Resolutions Senior Manager to join our Risk and Analytics team. In this role, you will report directly to the Global Head of Merchant Risk and work cross functionally; you’ll lead the design, implementation and policy framework of Afterpay disputes and resolutions program to be in line with payments industry standards to deliver against Afterpay’s strategic priorities. 

 

You will:

  • Lead the design and implementation of global disputes and resolutions program considering best industry practices for chargebacks and customer claims resolution.

  • Define and lead Afterpay disputes and resolution policies

  • Partner with the Intelligent Resolution sr product manager to ensure a successful development and implementation of resolution programs.

  • Work closely with Operations, merchant risk analysts, product management and engineering teams to understand disputes handling and system/program needs

  • Design and delivery of all performance metrics and framework to track portfolio and disputes systems performance. Work closely with analytics team for data driven enhancements

  • Participate actively in  the design and contribute improvement ideas and processes to refine the merchandise chargebacks, disputes and resolution process

  • Take accountability for the smooth roll out of programs and Provide specialist guidance to internal stakeholders on the disputes management program

 

Qualifications

The ideal candidate has drive, resilience, versatility, outstanding communication and leadership skills, is well-versed in the payments space, enjoys interdisciplinary collaboration, and knows how to roll out programs across regions in a challenging, vibrant and fast-paced environment.

  • Significant experience with ecommerce, risk management, disputes and resolution systems/policies

  • Strong organizational/time management skills and able to work effectively in a fast-paced environment

  • Strong problem solving and analysis skills, combined with effective judgment and communication skills

  • Solid project management skills, with the ability to handle multiple projects simultaneously and to tight deadlines

  • MS/MBA degree or equivalent or 6+ years relevant experience in payment industry, financial services, merchant risk management, customer service programs, chargeback programs or 6+ years related experience if without MS/MBA degree. 

  • Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders

  • Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver project outcomes

  • Shows resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured team environment

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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