The Cash App Operations Team is responsible for building and managing a scalable operating environment for our fast growing business with multiple, external partners and internal, cross-functional stakeholders. In this role, you’ll be responsible for delivering operational excellence for our payment disputes program. This includes managing external partners, driving operational projects, investigating issues, and participating in cross-functional initiatives for Cash. Reporting to the Network Operations Disputes Lead, you will be collaborating with other disciplines to further our high standard of performance by executing and communicating operational standards and best practices. 

You will:

• Support operations associated with payment disputes and chargebacks. This includes developing deep understanding and knowledge of our KPIs and costs. 

• Design and monitor reports that capture deep insights into our dispute program, including both industry standard chargeback reporting as well as Cash-specific metrics. 

• Keep tabs on changes in the industry and understand how network regulations will impact our business. 

• Partner with Risk, Data Science and Engineering teams to implement and monitor a best-in-class chargeback response program, and work to identify gaps, examine opportunities, and make recommendations to balance cost and performance. 

• Partner with our external payment partners and key 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 optimised for existing and developing use cases. 

You have:

• 5+ years of operations & partner management experience within e-commerce, payments, or risk. 

• Understanding and experience with fraud, chargebacks, and payment disputes. 

• Exceptional collaborative and troubleshooting/deductive skills including the ability to engage in operational incidents with emerging data to assess impact and drive cross functional collaborative resolution in a timely manner.

• Previous 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.

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.

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.