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Urbn Senior Analyst, Payments Technology
Recruited by URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly) 10 months ago
Address Philadelphia, PA, United States
Senior Director, Cx Operations – Disputes & Payments
Company | Upwork |
Address | Pennsylvania, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet,Human Resources Services |
Expires | 2023-10-18 |
Posted at | 8 months ago |
Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.
- You will own operational relationships with external payment partners; ensure accountability for any contractual clauses about support procedures and expectations.
- Design, measure, and communicate the strategic direction and operational oversight for our Disputes & Mediation, Executive Escalations, and Payment Operations teams and related processes. Partner with cross-functional teams to develop new strategies to solve the up-funnel origination of issues to reduce contacts.
- Define roadmap strategies and plans including measurable outcomes that may be incorporated into annual Operating Plans.
- Develop necessary operational and business metrics to measure your teams’ success and impact. You will partner with teams in Business Analytics to ensure the reliability and availability of data from numerous sources.
- Hire, and develop a varied, globally-based team, including managers and ICs and communicate mission and goals with transparency
- You will assess technologies - both current and potential - to find innovative solutions.
- Progressive people management, with experience building and developing high-performing teams.
- Experience building and following new and often innovative strategies that directly connect important initiatives to measurable results.
- Experience leading dispute mediation and escalation support teams, preferably in the two-sided marketplace/payments/FinTech space.
- You are well versed in collaborating with peers, customers, and executives, and tailoring your message accordingly. You can take multiple inputs and ideas and distill them into a cohesive and measurable strategic and data-influenced message.
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