Program Manager, Dispute Experience - Remote

Overview

As a Program Manager in Member Experience, you will play a key role in creating a high-quality dispute experience for members and operational efficiency for dispute resolution agents.

In Short

• Own and improve process documentation and act as a subject matter expert of the dispute resolution process.
• Be responsible for metrics related to operational performance, compliance, risk, and fraud.
• Continuously analyze data and identify areas of friction to drive improvement.
• Develop and share compelling data-based insights about the member experience.
• Partner with various teams to identify agent improvement opportunities.
• Support launch readiness efforts for new products/features.
• Contribute to a culture of trust, collaboration, and commitment to excellence.

Requirements

• 6+ years experience in product operations, product management, or similar roles.
• 3+ years of experience with Card Issuer Dispute Operations.
• Knowledge of common dispute fraud types and mitigation tactics.
• Ability to leverage data to inform decisions with foundational SQL and data visualization experience.
• Experience working with cross-functional teams.
• Preference for candidates with deep experience in process management.
• Excellent communication and presentation skills.
• Ability to handle multiple work streams simultaneously.
• Highly motivated self-starter with a desire to grow and learn.

Benefits

• Hybrid work policy with in-office days and remote flexibility.
• Competitive salary based on experience.
• 401k match plus great medical, dental, vision, life, and disability benefits.
• Generous vacation policy and company-wide paid days off.
• Access to a family planning tool with reimbursement for fertility treatments.
• Annual wellness stipend for eligible wellness-related expenses.
• Up to 24 weeks of paid parental leave for birthing parents.
• In-person and virtual events to connect with colleagues.
• A challenging opportunity to join an experienced team in FinTech.