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