Dispute and Chargebacks, Program Manager

Responsibilities

• Own the full dispute lifecycle: investigate incoming chargebacks and disputes, decide whether and how to represent, gather evidence, and respond within network deadlines.
• Design and maintain policies, decision trees, and SOPs governing disputes and chargebacks.
• Define key metrics, health targets, and goals for the disputes program; track performance and report to leadership.
• Monitor chargeback rates and dispute trends, identify underlying drivers, and partner with Engineering and Finance on root-cause solutions.
• Partner with Engineering and Support Operations to automate manual workflow steps, including evidence gathering and decision logic.
• Build training, documentation, and escalation paths for frontline support teams.

Requirements

• 6+ years of hands-on experience owning disputes or chargeback operations.
• Deep familiarity with major card network dispute rules and reason codes, including Visa, Mastercard, American Express, and Discover.
• Knowledge of compelling-evidence frameworks and network monitoring or excessive-dispute programs, including Visa VDMP/VFMP and Mastercard ECP.
• Experience building or improving SOPs, playbooks, or workflows in a support or operations environment.
• Experience partnering with Engineering to scope and prioritize automation.
• Ability to operate as both a hands-on operator and systems builder in a scaling environment.
• Strong judgment and decision-making skills in sensitive or ambiguous customer situations.
• Experience translating policy or legal requirements into repeatable processes or customer-facing guidance.
• Strong written communication skills for high-stakes situations.
• Proven cross-functional delivery experience.

Nice to Have

• Hands-on experience with Stripe dispute tooling, including submitting evidence and managing workflows.
• Experience in customer support, trust and safety, support operations, or similar technology-company roles.
• Experience in a high-growth or usage-based SaaS environment.
• Familiarity with fraud detection tooling and its relationship to disputes.
• Experience managing outsourced or contract support.

Compensation and Benefits

• Salary: $161,000–$212,000, plus competitive equity.
• 401(k) program with a 4% match for US employees.
• Health, dental, vision, and life insurance.
• Short-term and long-term disability coverage.
• Paid parental, medical, and caregiver leave.
• Flexible time off and holidays.
• Commuter benefits for in-office US employees.
• Monthly wellness stipend.
• Autonomous work environment.
• In-office setup reimbursement.
• Quarterly team gatherings.
• In-office amenities.