Senior Manager - Disputes & Resolutions

Job at Afterpay

California, United States (Remote)

Full time

About the job

Company Description

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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at  

Job Description

Afterpay is looking for a dynamic, innovative and cross-functional Disputes and Resolutions Senior Manager to join our Risk and Analytics team. In this role, you will report directly to the Global Head of Merchant Risk and work cross functionally; you’ll lead the design, implementation and policy framework of Afterpay disputes and resolutions program to be in line with payments industry standards to deliver against Afterpay’s strategic priorities.

You Will

  • Lead the design and implementation of global disputes and resolutions program considering best industry practices for chargebacks and customer claims resolution.
  • Define and lead Afterpay disputes and resolution policies
  • Partner with the Intelligent Resolution sr product manager to ensure a successful development and implementation of resolution programs.
  • Work closely with Operations, merchant risk analysts, product management and engineering teams to understand disputes handling and system/program needs
  • Design and delivery of all performance metrics and framework to track portfolio and disputes systems performance. Work closely with analytics team for data driven enhancements
  • Participate actively in the design and contribute improvement ideas and processes to refine the merchandise chargebacks, disputes and resolution process
  • Take accountability for the smooth roll out of programs and Provide specialist guidance to internal stakeholders on the disputes management program


The ideal candidate has drive, resilience, versatility, outstanding communication and leadership skills, is well-versed in the payments space, enjoys interdisciplinary collaboration, and knows how to roll out programs across regions in a challenging, vibrant and fast-paced environment.

  • Significant experience with ecommerce, risk management, disputes and resolution systems/policies
  • Strong organizational/time management skills and able to work effectively in a fast-paced environment
  • Strong problem solving and analysis skills, combined with effective judgment and communication skills
  • Solid project management skills, with the ability to handle multiple projects simultaneously and to tight deadlines
  • MS/MBA degree or equivalent or 6+ years relevant experience in payment industry, financial services, merchant risk management, customer service programs, chargeback programs or 6+ years related experience if without MS/MBA degree.
  • Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders
  • Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver project outcomes
  • Shows resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured team environment

Additional Information

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.


We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

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.

Company: Afterpay

Website: Company's website

Skills: operationsmanagementmarketinganalystproduct manager

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