Payments and Risk Operations Manager, City Storage Systems - San Francisco

Who we are 

At City Storage Systems, we're building Infrastructure for Better Food. We help restaurateurs around the world succeed in online food delivery. Our goal is to make food more affordable, higher quality and convenient for everyone. We're changing the game for restaurateurs, whether they’re entrepreneurs opening their first restaurant all the way through to your favorite global quick-service restaurant chains.

About the Role

Our Payment and Risk Operations team is responsible for preserving the health and integrity of our payments platform. We are seeking an Operations Manager to lead high-impact payments, fraud and risk initiatives across our suite of business units (Otter, CloudKitchens, Picnic and more). This individual will be accountable for payment optimization and identifying, preventing, and mitigating fraud while staying ahead of emerging threats. The ideal candidate will bring a proactive, cross-functional approach to payments and risk management to help build scalable, long-term solutions that strengthen our platform health and defenses.

What You’ll Do

• Oversee the payments and risk operations function in an effort to find ways to increase TPV, decrease processing costs, and optimize pay-in and payout processes.
• Manage key vectors of platform risk, including financial fraud, chargebacks, refunds and appeasements, account takeovers, and promotional abuse.
• Respond to real-time fraud attacks using a combination of internal tooling and third-party solutions.
• Ability to operate independently and navigate ambiguity with minimal guidance
• Lead a small but mighty BPO team responsible for frontline payments and fraud support, detection, and response.
• Collaborate closely with cross-functional teams, including Product, Sales, Legal, Customer Success, and Customer Support, to drive coordinated risk strategies.
• Own the risk P&L, partnering with Finance and Accounting to report on loss metrics and surface key trends impacting the business.

What we’re looking for

• 4 - 7 years of hands-on experience in fraud prevention, risk management, or a related field
• Strong analytical skills with experience in SQL to analyze data and derive actionable insights for informed decision-making
• Experience managing or collaborating with BPO teams and third-party fraud vendors
• Strategic thinker with a bias for action; comfortable rolling up your sleeves to execute and deliver results
• Excellent communication and project management abilities, capable of influencing cross-functional teams
• Entrepreneurial mindset — resourceful, adaptable, and able to thrive in ambiguous, fast-paced environments

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our San Francisco office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

Ready to join us as we serve those who serve others? 

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