Job Description

The Cash App Consumer Payments 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 ensuring the ongoing health of our disputes platform. This includes managing external partners, driving operational projects, investigating issues, and participating in cross-functional initiatives for Cash. Reporting to the Consumer Payments 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 KPIsand costs, driving backend service improvements and advising ongoing product initiatives. 

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

• Be the subject matter expert of chargeback network rules and processes, and keep tabs on changes in the industry to 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 optimized for existing and developing use cases.

Qualifications

• 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.

• Solution oriented w/ strong analytical skills. Experience with data reporting & dashboards, identifying trends and creative problem solving.

• Exceptional written and verbal presentation skills coupled with the ability to drive consensus.