Essential Responsibilities:
Minimum Qualifications:
Preferred Qualification:
Strategic Ownership:
Drive the long-term vision and roadmap for the disputes platform, aligning with organizational goals, regulatory requirements, and evolving customer needs.
Platform Scalability & Innovation:
Identify opportunities to modernize, scale, and optimize the disputes platform, ensuring it can handle increasing transaction volumes, new payment methods, and global market expansion.
Risk & Compliance Partnership:
Collaborate closely with Risk, Compliance, and Legal teams to ensure the platform supports industry regulations (e.g., PSD2, Reg E, card network rules) while balancing customer experience.
Data-Driven Decision Making:
Leverage analytics, machine learning signals, and customer insights to enhance dispute resolution accuracy, reduce operational costs, and improve customer trust.
Cross-Functional Leadership:
Partner with Operations, Engineering, Finance, and Customer Support teams to design efficient dispute handling workflows, ensuring seamless integration with upstream and downstream systems.
Stakeholder Alignment:
Act as the central point of contact for senior executives and external partners (e.g., card networks, banks, regulators) to communicate platform strategy, progress, and impact.
Operational Excellence:
Define and track key performance metrics (e.g., dispute resolution time, win/loss rates, customer satisfaction, compliance adherence) and drive continuous improvements.
Change Management & Training:
Support operational teams in adopting new features and workflows, providing documentation, training, and enablement to ensure successful rollout.
Innovation Advocacy:
Stay abreast of market trends in fraud, chargebacks, and dispute resolution, introducing innovative solutions (e.g., real-time resolution, automated evidence gathering) to maintain a competitive edge.
Mentorship & Leadership Development:
Coach and mentor junior product managers and team members, fostering a culture of accountability, learning, and innovation.
Our Benefits:
Any general requests for consideration of your skills, please
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