Disputes & Recovery Operations Lead

  • Full-time

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

We are looking for an experienced Operations manager to join our dynamic risk leadership team. In this role, you will develop a roadmap for our Disputes & Recovery operations teams. Bringing a strong understanding of chargebacks and recovery. Working collaboratively across our business to build, track and consistently improve operational strategy. This position will also work closely with Analytics, Policy, Product/Program Managers, Data Scientists, and Engineers to identify and evaluate chargeback and recovery performance and the impact to our sellers and cardholders. In addition, this role oversees operational enhancements in order to maintain productivity and efficiency. Importantly, this role will represent the team as a member of Squares high impact cross-functional teams that support initiatives for both existing and emerging products. This position requires an in-depth understanding of network chargeback rules and recovery operations. You must have demonstrated the ability to work in partnership with all levels of an organization and build strong relationships both internally and externally (including vendors, networks, and regulators).

You will:

  • Bring expertise to lead a team of managers and individual contributors in a fast-paced environment including performance management, coaching, developing and executing the vision for the team
  • Build collaborative working relationships with internal teams and vendors, understanding roles and responsibilities and ensuring adherence to processes and SLAs 
  • Utilize analytics to optimize existing operation workflows and strategies, in order to reduce loss and increase efficiency
  • Work with analytics to generate ongoing reports of operational metrics to monitor performance of operations teams 
  • Identify gaps in current systems, policies, products and strategies and take action to share with stakeholders and develop solutions 
  • Build strong relationships with Product, Support, and Engineering teams to gain support of risk management
  • Partners with internal customer facing teams to reduce overall touchpoints during the disputes process
  • Build teams; manage recruiting efforts and partner with the Talent Team to bring in top quality candidates 


You Have:

  • 5+ years of dispute management experience in a traditional bank or complex financial firm.
  • Extensive knowledge in chargeback and arbitration regulation 
  • Experience in the recovery or collections space 
  • Experience successfully managing disputes operations teams, creating strong operational strategies that gain efficiencies
  • Ability to analyze large transactional datasets, interpret ambiguous situations, and make decisions under pressure
  • Deep understanding of the online payments landscape across all participants issuer, merchant, acquirer and network
  • Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action
  • Creative, team-focused, and effective problem solving 
  • Ability to build and sustain a positive team environment and culture

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $125,600 - USD $153,600
Zone B: USD $116,800 - USD $142,800
Zone C: USD $110,500 - USD $135,100
Zone D: USD $100,500 - USD $122,900

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Full-time employee benefits include the following:

  • Healthcare coverage (Medical, Vision and Dental insurance)
  • Health Savings Account and Flexible Spending Account
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off (including 12 paid holidays)
  • Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
  • Learning and Development resources
  • Paid Life insurance, AD&D, and disability benefits 
  • Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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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