Dispute Operations Group Lead

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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

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

We are seeking a highly motivated, experienced, and resourceful individual to lead and drive the Cash Customer Operations’ (CCO’s) Risk Dispute Operations function. The Dispute Operations Group Lead will drive the team vision and manage Team Leads in identifying, preventing and resolving dispute activity within the Cash App platform. 

In this role, you will be responsible for managing a growing operations team, associated key performance indicators (KPIs), and the systems and tools used to action, document, and retain related to Disputes and investigations. You will also partner and support the 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  Risk 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 product, training, recruiting, analytics, workforce management, and other teams focused around keeping our customers safe and successful.

You will:

• Ensure risks associated with business activities are effectively identified, measured, supervised, and controlled

• Identify areas of improvement within Risk Operations tooling or processes used to identify and mitigate fraud on the Cash App platform while working with key stakeholders to scope and create solutions where needed

• Utilize product and relevant dispute/fraud experience to implement and improve on best practices, increase automation opportunities and drive operational efficiencies

• Evaluate current operational processes to ensure compliance with applicable laws, regulations and industry best practices

• Participate in the refresh and development of policies and procedures for  Risk Operations

• Foster a performance based culture of productivity and accountability, including working with our Data Analytics team to ensure KPI reporting is up to date and accurate

• Motivate, lead, and coach team members with a focus on professional development and upstream preventative thinking

• Maintain a daily understanding of queue sizes, exposure and loss risk, trends, and other relevant dashboards to adjust the team’s focus as needed

• Partner with Workforce Management to forecast staffing needs to align with the  Product roadmap and key contributing factors impacting projected volumes and operations capacity

• Build, scale, and lead the team by supporting the hiring and interviewing processes and making recommendations for hire

• 8+ years of relevant fraud or disputes experience with a focus on risk assessment and management, or payment processing at a financial services company

• 8+ years of direct Regulation E dispute experience 

• Experience with Visa, NACHA and other dispute network rules and regulations

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

• The ability to effectively navigate multiple competing priorities at a detailed level in a direct customer-impacting environment with significant regulatory oversight

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

• 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

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 $122,900 - USD $184,300
Zone B: USD $114,200 - USD $171,400
Zone C: USD $108,200 - USD $162,200
Zone D: USD $98,300 - USD $147,500

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 

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.

United States 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.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.

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.