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.
The base salary range for this role is $126,000 - 148,000 per year.
Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.
Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.
Benefits Summary (USA Full-Time Exempt Employees):
- Medical, dental, and vision insurance (multiple plans, incl. HSA options)
- Company-paid life and disability insurance (short- and long-term)
- Voluntary insurance: accident, critical illness, hospital indemnity
- Optional supplemental life insurance for self, spouse, and children
- Pet insurance discount
- 401(k)
- Time Off policies:
- Discretionary vacation days
- 8 paid holidays per year
- Paid sick time
- Paid Bereavement leave
- Paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
Benefits are subject to change at the company's discretion.
CSS accepts applications on an ongoing basis.
Ready to join us as we serve those who serve others?
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What We Do
City Storage Systems (CSS) is a global food technology company building infrastructure for better food. Our mission is to help food businesses operate more efficiently and serve more people. We invest in and operate a portfolio of companies across real estate, software, logistics, and automation. Each business tackles critical challenges in the modern food economy. Our businesses include: CloudKitchens – the world’s largest owner and operator of food halls and delivery-only kitchens, enabling restaurants to quickly and affordably expand into new neighborhoods with efficient, purpose-built kitchen infrastructure. Otter – an all-in-one restaurant operating system that brings together point-of-sales, order management, online ordering, marketing tools, business insights, and more to help operators manage orders from everywhere and improve their bottom line. Picnic – a corporate meal delivery and catering platform that connects offices directly to our kitchens, creating steady demand for our restaurant partners in CloudKitchens while giving companies a high-quality lunch experience without the premium cost. Lab37 – a food production automation company building robotics that bring profitability, reliability, and consistency to food businesses. From kitchen real estate to restaurant software to food robotics, CSS supports those who serve others by building practical systems that help food businesses operate smarter and grow sustainably.
