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Dispute Operations Lead, Cash App

2 months ago

Des Moines, United States Square Full time

This position will lead a risk operation team of approximately 10-15 associates focused primarily on disputes operations for all Cash App products. This role has material cross-functional collaboration requirements within Cash App and with our third party banking relationships. Primary focus will be on daily operational management including: people development, SLA adherence, workflow efficiency management, resource allocation, and all things fraud and risk mitigation. A successful candidate will have an awareness of leading practices associated with Legal and Compliance requirements impacting dispute operations. This role is responsible for: Operational Management Strategic Planning Workflow/workforce planning and management Management Reporting & Metrics System Tools(internal/external) integration & build Cross-Functional Projects/Partnerships Partner with Customer Operations, Voice of Customer, Knowledge Operations, Work Force Management and Cash Product on projects directly associated with the department Partner with third-party vendors or other external partnerships (as needed) Leading a Team Manage a team of high performing individuals in fast-paced environment Ability to mentor, coach and lead from the front Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures Recognize and Reward talent; ensure accountability at all levels within the team roles Manage individual performance to metrics and provide ongoing insight and coaching Qualifications

6+ years of work experience with 3+ years of direct people management experience required Strong regulation E knowledge Strong error resolution process knowledge Past product or project management experience Experience building and scaling Customer ops teams The ability to effectively influence and communicate cross-functionally Creative problem-solving abilities Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action. Natural curiosity to dig deep to understand customer behavior Strong analytical skills Passion for assessing Risk Shown expertise with financial/fraud investigations demonstrating risk-based judgment, problem solving skills and strong analytical ability Demonstrated ability to maintain strict adherence to regulatory guidance as well as internal compliance standards and guidelines

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