About the role
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 defining our risk 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 Ensure money moves reliably across every flow; develop the monitoring and alerting protocols that enables scalable business operations Lead triage and resolution of consumer and restaurant payment issues, with clear SLAs by category and a high bar for response quality Define and own all operational payment workflows for customers and partners Fraud & Risk Own the strategy and implementation of how Blackbird manages and addresses risk exposure across the business Lead investigation and analysis of emerging risk areas; partner with Operations and Product to ship durable solutions Define, build, and operate a scalable account integrity program that protects customers and keeps the platform trusted Tooling & Systematic Improvement Partner with engineering to build our risk management platform; evaluate third-party platforms as we scale Build a feedback loop from operations into product and engineering, ensuring repeat issues become scalable fixes Establish operations as the first responder for payment and risk issues and develop clear standardized procedures for complex issues