# Dispute and Chargebacks, Program Manager

**Company:** [Replit](https://hotfix.jobs/companies/replit)
**Location:** Foster City, CA
**Role:** Revenue Operations
**Salary:** $161k – $212k/yr
**Experience:** 6+ years
**Skills:** Chargebacks, Visa, Mastercard, American Express, Discover, Stripe, Fraud Detection, SOPs, Workflow Automation, Decision Trees, Evidence Gathering, Support Operations
**Posted:** 2026-08-17

> Owns Replit’s end-to-end disputes and chargebacks program, including case investigation, representment, policies, metrics, and workflow automation. Requires 6+ years of chargeback operations experience and deep knowledge of card-network rules, with Stripe experience preferred.

## Job Description

## 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.

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