About Blackbird:
Blackbird Labs is a loyalty and payments platform establishing meaningful connections between the world’s best restaurants and their customers.
Served up in 2022 by Ben Leventhal, co-founder of Eater and Resy, Blackbird offers a fully customizable loyalty programming platform for restaurants and a consumer app designed to make every guest feel like a bonafide VIP no matter where they dine. Backed by Union Square Ventures, a16z, Amex Ventures, Variant Fund, and other forward-thinking investors, Blackbird is out to revolutionize the restaurant industry.
About Our Team:
At Blackbird, our values guide everything we do and our talent principles define the key traits we seek in our employees.
We have passion for our product – committed to our mission and instinctively think like and go the extra mile for our customers. We are elite performers – striving for excellence, going above and beyond to achieve exceptional results, and learning quickly with horsepower, drive, and grit. We make others better – taking initiative to elevate others, giving and receiving feedback, and championing a culture of growth. We hold one another accountable to living out our talent principles as we march together to achieving our mission.
ABOUT THE JOB
As our Senior Payments Operations & Fraud Analyst, you'll be the first dedicated owner of payments operations and fraud at Blackbird. You'll own end-to-end visibility into how money moves across consumer payments, payouts, and $FLY rewards, while setting our dispute rate strategy and defining our fraud management strategy and operations. You'll build our ops and fraud tooling from the ground up alongside engineering, evaluating ways to scale as we grow.
RESPONSIBILITIES
Payments Operations
- Monitor whether money is moving from A to B as expected across all flows; build alerting that surfaces anomalies before customers feel them
- Lead triage and resolution of consumer & restaurant payment issues
- Process manual refunds and payout adjustments; establish and meet SLAs by issue category
- Ensure Bill.com balance is healthy, restaurant payouts are accurate, and operator-facing accounting is usable
Fraud & Risk
- Own our dispute rate and proactively identify areas of risk exposure
- Define and operate fraud rulesets, account suspension logic, and escalation processes
- Investigate ATO, synthetic identity, first-party, and friendly fraud; translate patterns into rule and product changes
- Manage account recovery and un-suspension edge cases
Tooling & Systematic Improvement
- Partner with engineering to build ops and fraud tooling from scratch; evaluate third-party partners as we scale
- Synthesize support and incident patterns into prioritized root-cause fixes
- Reduce on-call engineering burden by being the first line of investigation
REQUIREMENTS
- 4-7 years in payments operations, fraud operations, or risk analytics at a fintech, payments company, or marketplace
- Deep familiarity with dispute and chargeback lifecycles, ACH return codes, and fraud typologies
- SQL fluency; you pull your own data and bring evidence to every recommendation
- Clear, concise written communication; you can summarize an incident in three sentences for an exec audience
- High ownership and bias toward systematic fixes over one-off heroics
NICE TO HAVES
- Experience standing up a payments ops or fraud function from scratch
- Exposure to restaurant payments, hospitality tech, or two-sided marketplaces
- Working knowledge of Nacha rules and return rate thresholds
- Familiarity with processor dashboards (Stripe, Adyen, or similar) and payout infrastructure (Bill.com)
PAY TRANSPARENCY NOTICE & BENEFITS
Depending on your work location and experience the target annual salary for this position can range from: $120,000-$150,000 USD. Disclosure in accordance with New York City's Pay Transparency Law.
Full time offers from Blackbird may also include stock options, benefits (including medical, dental, vision, flexible time off, 401(k)), and some not-so-standard, extra-fun perks, subject to applicable taxes and based on eligibility.
Commitment to Equal Opportunity
Blackbird Labs is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Blackbird will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable law. For US applicants, you may view the Know Your Rights notice here. Additionally, Blackbird participates in the E-Verify program.
Join us and find out what the best work of your career could look like here at Blackbird.
