Role Overview

The Appeal Operations Lead position at Block is a pivotal leadership role within Cash App's specialized Appeal Operations team. Starting from a simple peer-to-peer payment idea in 2013, Cash App has evolved into a comprehensive financial ecosystem offering send, spend, invest, borrow, and save features, including Afterpay/Clearpay. As Appeal Operations Lead, you'll spearhead the expansion of the Denylist Appeal function, managing an internal team and coordinating with BPO partners to ensure efficient, effective operations.

This role demands deep fraud and risk expertise to identify patterns, protect the platform, and balance customer experience. You'll collaborate daily with frontline agents, Data Science, Machine Learning, Compliance, and Engineering stakeholders. Ideal for seasoned professionals with investigative prowess, process-building experience, and team leadership in fast-paced settings, this position thrives on ambiguity and innovation. Block's distributed model supports remote work from operating countries, fostering creativity and productivity globally.

In this role, you'll not only operationalize appeals but also mentor talent, influence cross-functionally, and contribute to Cash App's mission of making money relatable, accessible, and instant. If you excel in fraud detection, operational scaling, and high-performance team building, this Bay Area opportunity at Block is your next career milestone.

Key Responsibilities

As Appeal Operations Lead, your impact will span operations, analysis, and leadership. Here's what you'll do daily:

• Lead expansion of investigations framework for denylist appeal processes and validation.
• Diagnose emerging fraud patterns, craft data-driven recommendations, and track outcomes.
• Collaborate with internal frontline teams and BPO vendors for seamless execution.
• Demonstrate exceptional time management to exceed daily workloads and lead by example.
• Deliver ongoing improvements to investigations, balancing customer needs and business risks.
• Escalate complex cases with insights into financial fraud vectors and controls.
• Document and pursue product bugs, feature enhancements, and tooling upgrades.
• Serve as the voice of the customer, proposing process, policy, and product innovations.
• Foster a vibrant culture of accountability, collaboration, speed, innovation, and fun.
• Coach and mentor team members to achieve individual and collective excellence.
• Report trends to cross-functional partners to safeguard customers and the Cash App brand.
• Scale operations amid growth, adapting to ambiguity in a dynamic fintech landscape.
• Build influence across stakeholders to drive program success and platform integrity.

These responsibilities position you at the heart of Cash App's risk management evolution, ensuring robust defenses against abuse while enhancing user trust.

Qualifications

To succeed as Appeal Operations Lead at Block, bring these qualifications:

• Deep fraud/risk expertise in financial services or fintech.
• Proven team leadership in operational, high-volume environments.
• Advanced investigative skills and process-building from the ground up.
• Strong cross-functional influence with tech, data, and compliance teams.
• Experience managing BPO partnerships for outsourced operations.
• Comfort in fast-paced, ambiguous settings with rapid iteration.
• Data-driven problem-solving with trend analysis mastery.
• Prior fintech/payments operations management required.
• Knowledge of fraud vectors, risk controls, and regulatory compliance.
• Track record of mentoring for professional development.
• Excellent communication for reporting and recommendations.

A bachelor's in a relevant field is preferred; 7+ years in fraud/risk operations ideal for this senior role.

Salary & Benefits

Earn a competitive salary estimated at $140,000 - $200,000 USD yearly, based on experience, plus bonuses and equity. Block's benefits package includes:

• Comprehensive health, dental, vision coverage.
• 401(k) with matching.
• Unlimited PTO.
• Remote/hybrid flexibility.
• Stock options.
• Professional development funds.
• Mental health support.
• Parental leave.
• Wellness reimbursements.
• Free office perks.
• Volunteer PTO.
• Learning programs.

This holistic package supports your growth and well-being in fintech leadership.

Why Join Block?

Block offers a unique culture of innovation, collaboration, and impact since day one as a distributed team. Work with thousands globally on Cash App, impacting 50M+ users. Enjoy tailored experiences for productivity and happiness, whether in Bay Area offices or remote. Drive real change in financial services, from peer-to-peer payments to full ecosystems. With emphasis on diversity, growth, and fun, Block is where leaders like you redefine money's future.

Cash App's growth trajectory provides unparalleled opportunities to scale operations, influence product roadmaps, and build expertise in cutting-edge fraud prevention. Join a company committed to accessibility, backed by strong leadership and resources.

How to Apply

Ready to lead Appeal Operations at Block? Submit your resume and cover letter highlighting fraud expertise and leadership. Our Bay Area team reviews applications promptly. Prepare for interviews covering case studies, behavioral scenarios, and cross-functional collaboration. Block values diverse perspectives—apply now to secure your role in fintech innovation!