Dispute and Chargebacks, Program Manager

📋 Description

• Disputes and chargebacks program owner for Trust & Safety Operations.
• Own end-to-end lifecycle, from case intake to evidence gathering and response.
• Design policies, SOPs, and decision trees for disputes handling.
• Define metrics, monitor trends, and report to leadership.
• Collaborate with Engineering and Finance to address root causes and automate workflows.

🎯 Requirements

• 6+ years in disputes/chargebacks operations, building or scaling the function.
• Deep knowledge of card network dispute rules and reason codes (Visa, Mastercard, Amex, Discover).
• Experience creating/updating SOPs, playbooks, or workflows in support/ops.
• Experience partnering with Engineering to scope automation, even without coding.
• Hands-on operator plus systems-builder in a scaling environment.
• Strong judgment, clear written communication, and cross-functional collaboration.

🎁 Benefits

• Competitive salary and equity.
• 401(k) with match, health/dental/vision; disability and parental leave.
• Flexible time off, commuter benefits, wellness stipend, and in-office setup support.
• Autonomous work environment and team-wide gatherings.