Disputes Operations Manager, Cash App

  • New York, NY
  • Full-time

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. 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 builds and manages a scalable operating environment for a fast-growing mobile payment app with multiple, external partners and internal, cross-functional partners. You’ll bring operational excellence to our payment disputes program. This includes managing external partners, driving operational projects, investigating issues, and participating in cross-functional initiatives for Cash. Within the Network Operations team, you will work with other disciplines to further our high standard of performance by executing and communicating operational best practices. 

You will:

  • Oversee all operational elements and essential internal and external relationships associated with payment disputes and chargebacks. This includes developing understanding of our KPIs and costs. 
  • Design and monitor reports that capture deep insights into our dispute program, including both industry standard chargeback reporting and Cash-specific metrics. 
  • Keep tabs on industry changes and understand how network regulations will help our business. 
  • Partner with Risk and Data Science teams to implement and monitor an excellent chargeback response program, and identify gaps, examine opportunities, and make recommendations to balance cost and performance. 
  • Partner with our external payment partners and essential issuing banks to identify and improve operational procedures as they relate to chargebacks and payment disputes. 
  • Advocate for our operational teams to ensure our tools are optimized for existing and developing use cases. 

Qualifications

You have:

  • 5+ years of operations & partner management experience within e-commerce, payments, or risk. 
  • Experience with fraud, chargebacks, and payment disputes. 
  • Exceptional collaborative and troubleshooting/deductive skills including the ability to engage in operational incidents with new data to assess impact and drive cross functional collaborative resolution.
  • Experience working with external partners and vendors 
  • Strong analytical skills that will allow good reporting and understanding of problems.
  • Exceptional written and verbal presentation skills coupled with the ability to drive consensus.
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Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.