Senior Disputes Operations Lead - Cash App

  • Atlanta, GA, United States
  • Employees can work remotely
  • Full-time

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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

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

Job Description

We are seeking a highly motivated, experienced, and resourceful individual to inspire, lead and scale the Cash Customer Operations’ (CCO’s) Disputes Operations function. The Disputes team works cross-functionally with our internal and banking partners to file, manage, resolve and improve customer disputes and processes surrounding them. 

In this role, you will serve as a cross-functional leader inside the company, working with product, engineering, and other operational teams to serve and support our customers and build Cash App’s reputation as a financial institution they can trust.  You’ll manage the operations of the Disputes team to ensure we achieve Cash App’s most important strategic priorities and maintain adherence to applicable laws and regulations as well as industry best practices.  You will set, track and manage your team’s Key Performance Indicators (KPIs) weekly and partner with training, recruiting, analytics, workforce management, Voice of the Customer (VoC) and other teams focused around keeping our customers safe and successful.

You will:

  • Utilize deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for our global Disputes function

  • Own the efficiency of the Disputes operation, smartly balancing quality and cost to maximize investments and talent 

  • Manage the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates

  • Develop and lead end-to-end project plans and ensure on-time delivery of critical customer success initiatives

  • Gather and synthesize relevant data, suggesting improvements in the tools and workflows to help scale the team and enable Global coverage 

  • Scale the Disputes team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and empower team members  

  • Coach and mentor team members with a focus on professional development and upstream and preventative thinking

  • Work with internal teams and partner banks to tightly manage and drive down loss rates and drive up accuracy of decisioning 

  • Develop strategies to shift further Risk from a reactive to a proactive approach, working closely with internal teams (product, engineer vectors and address them, as well as improve customer pain points around disputes/chargebacks

You will be accountable for:

  • Leading and guiding the performance of the Disputes Operations function on the core work KPIs (around quality, efficiency) and on metrics that are critical to running the business, like involuntary attrition, retention, and engagement 

  • Building and representing the team’s culture and priorities as part of the overall ecosystem CCO is building across internal and external sites 

  • Leading, coordinating or supporting efforts around major impactful high visibility projects

  • Building and fostering, mentoring and coaching the leadership talent we have in our team, and creating paths forward for every operational role to enrich the organization and retain our talent

  • Serving as an owner or major contributor to overarching CCO strategies around everything Disputes-related: people, processes, partnerships and technology 

  • Developing and enabling opportunity and growth for team members beyond role-based, professional, and educational paths for personal improvement 

Qualifications

You Have:

  • 15+ years of financial industry and Disputes experience with a focus on risk assessment and management, payment processing or other relevant fields

  • Deep US and global regulatory knowledge around the financial and consumer protection laws and regulations governing our work; 

  • 10 years experience operationalizing with Reg E and similar regulations in a scaled environment and building compliant workflows and 

  • Past experience working in a rapidly scaling organization and going from a single-site model to a global or distributed model

  • Experience creating, building, optimizing B2C Disputes operations, particularly in a fast-paced startup or tech environment 

  • The ability to effectively influence and communicate cross-functionally and excellent written and verbal communication skills

  • Creative problem-solving abilities and expertise in balancing and articulating trade-offs 

  • A passion for consumer financial services and ensuring an outstanding customer experience

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, 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, and always assess candidates on an individualized basis.

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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