Program Manager, Disputes

The Role

As a Disputes Program Manager, you will be directly responsible for driving key initiatives within the disputes team and overall Risk organization. We are looking for an experienced Risk leader to manage and optimize our dispute process. You will be responsible for overseeing and managing the end-to-end dispute resolution process for our customers. You will play a critical role in ensuring that disputes are handled efficiently, accurately, and in compliance with regulatory requirements. This position requires strong leadership skills, a solid analytical and data-driven approach to their work, excellent problem-solving skills, attention to detail, and the ability to collaborate effectively with cross-functional teams.

This senior position requires a candidate with strong communication and interpersonal skills, excellent problem-solving skills, the ability to practice critical thinking, and a solid analytical and data-driven approach to their work. This candidate will work closely with leadership members as well as with cross-functional stakeholders to drive change within the organization. Your work will have a tangible and lasting impact on the direction of Step. 

Responsibilities

• Develop, manage, and iterate on operational process improvements that will drive KPIs, OKRs, success metrics, and efficiencies across the dispute team
• Support Risk org by scoping problem statements, building project plans, and executing ideas to drive improvement to key member experience metrics and Risk loss metrics
• Leverage data to synthesize recommendations and share with various management teams and other key stakeholders to drive a collaborative culture within the organization
• Support launch readiness efforts for new products / features; work closely with cross-functional stakeholders to ensure operational readiness and provide impact analysis on the risk projects and advocate for improvements
• Help build out a cohesive quality control program for the various risk procedures and establish standardized policies and procedures for quality control (across all 3 teams)
• Own all recovery and collection efforts related to the dispute resolution process as well as being the main point of contact with our processor 
• Monitor dispute trends and identify opportunities for process improvements or automation solutions to streamline the dispute resolution process
• Ensure compliance with relevant regulations, policies, and procedures governing dispute resolution activities
• Serve as a subject matter expert on dispute resolution matters, providing guidance and support to internal teams as needed

Qualifications

• 5+ years of dispute work experience, within the financial services and tech industry 
• 5+ years experience in business operations, program operations, program management, business consulting, finance, or similar analytical roles.
• Deep understanding of transaction processing, including authorization, clearing/settlement, and card technologies (token, chip/EMV, and industry players including acquirers, issuer, processors, agents, merchants and cardholders)
• Extensive knowledge of network rules and regulations 
• Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
• Has excellent written and verbal communication skills to establish productive working relationships with staff and management at all levels. Prior experience writing and owning product specifications, BRDs, and PRDs
• Demonstrate ability to work in a complex organization to determine business and customer needs and to prioritize competing priorities
• Experience working with cross-functional teams such as product managers, data analysts, operations analysts in building operations processes and systems
• Deep experience in process management, continuous improvement, and process implementations that scale
• Be comfortable with decision making in a fast paced, ambiguous environment, while demonstrating curiosity and growth mindset

Salary Range

• Base pay salary range is $95,000-$135,000 USD and stock in early stage startup
• Starting salary will be determined by a variety of factors including job-related skills, experience, qualifications, work location, and market conditions.