Appeal Operations Lead

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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

Leading a new function in our specialized Appeal Operations, you will lead an internal team to continue the expansion and operationalization of our Denylist Appeal function. In addition to the internal team, you will be coordinating with our BPO team to effectively manage the Denylist Appeal program.

As the Appeal Operations Lead you will leverage your deep fraud and risk expertise to drive efficiency and effectiveness within the program. You will partner everyday with front line agents to effectively work through emerging patterns and scale operations. In addition you will partner with cross functional stakeholders such as Data Science, Machine Learning, Compliance and Engineering to report out on any trends that the team is encountering to protect customers and the Cash platform, brand and reputation. Simultaneously, you will lead, coach, mentor and develop team members to define and achieve high performance bars individually and collectively, and foster their professional development and enable them to effect change within the business.

The ideal candidate possesses deep investigative skills, a mastery of building influence with cross-functional partners, a history of building processes from the group up and strong problem-solving capabilities. This role requires comfortability working in a fast-paced environment and dealing with ambiguity. Prior experience managing a team in an operational setting is required.

You Will

• Expand the investigations framework to support denylist appeal processes and validation


• Diagnose problems, recognize emerging fraud and abuse patterns and develop compelling, data-driven recommendations and monitor results 


• Collaborate with front line team members both internally and with our BPO vendor


• Showcase strong time-management skills to maintain or exceed expected daily workloads, lead the team by example.


• Provide ongoing improvements to investigation approaches and iterative feedback balancing customer experience and protecting the business


• Collaborate on and escalate complex cases and new trends within the team, backed by industry knowledge of common financial services fraud vectors and risk controls 


• Identify, document, and follow-up with team members on product bugs and feature enhancements 


• Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products including recommending tooling and data improvements to increase investigations efficacy 


• Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our controls


• Build and execute on short-term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity


• Lead and develop a team of 8-12 individuals


• 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 and provide ongoing insight and coaching


• Assist with professional development and upstream, preventative, future-proof thinking


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You Have

• Prior leadership experience managing a team of high performing fraud analysts, including coaching and development


• Previous experience identifying opportunities to update, revise or implement rules and/or controls to mitigate fraud/inauthentic activity. 


• Previous experience building and scaling operational processes


• Ability to prepare and present findings to multiple levels within the leadership hierarchy


• Show strong ability to conceptualize, develop, and implement process improvements around investigatory workflows and approaches


• Demonstrate flexibility to adapt and able to manage multiple assignments while working independently


• The ability to answer unstructured business questions and work independently to drive projects and analytical tasks to conclusion


• Excellent analytical and problem-solving skills, including root cause analysis / identification


• Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations for courses of action


• Experience with utilizing visualizations (e.g. Tableau, Looker, Mode) either directly or through leading a team responsible for such visualizations


• Experience using statistical approaches to solving business problems

Other Desirable Experience

• Fraud Related Certifications


• Prior risk/compliance leadership or risk/compliance mentoring related role 


• Experience scaling BPO teams

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

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.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.