Dispute Operations Manager
Job Posting for Dispute Operations Manager at Cash App
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 KPIs and 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.
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 KPIs and 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.
Salary.com Estimation for Dispute Operations Manager in Manhattan, NY
$93,864 to $119,271
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