Disputes Operations & Strategy
Manage disputes operations and strategy with a focus on AI-driven automation. Own back-office workflows, optimize tooling, and partner cross-functionally to reduce costs and regulatory risk.
About the job
What You'll Do
- Drive AI Transformation: Leverage AI, LLMs, and automation tools to continuously surface opportunities to reduce operating costs, improve customer experience, and decrease dispute complaint rates—and build the business cases to act on them.
- Oversee Operations: Own daily back-office operations for disputes workflows across multiple products, ensuring timely, accurate, and compliant case resolution through automated and hybrid workflows.
- Optimize Tooling & Vendor Performance: Deliver on operational strategy initiatives, including optimizing case management systems, integrating AI copilots, and managing BPO vendor performance.
- Root Cause Analysis: Perform root cause analysis when process breakdowns or quality issues occur; implement quick workarounds while owning the path to permanent, automated fixes.
- Cross-Functional Collaboration: Partner with Product, Compliance, and Engineering to understand upcoming product launches, design automated workflows, and assess downstream impacts.
- Stakeholder Communication: Communicate operational plans, AI performance metrics, and strategic decisions clearly to internal stakeholders and executive leadership.
What You Bring (Required)
- 5+ years in operations or process optimization teams, with a proven track record of scaling operations through technology and automation.
- Expertise in AI & Automation: Demonstrated ability to hands-on deploy AI tools—including LLMs, prompt engineering, workflow automation, or advanced analytics platforms—to identify process gaps, eliminate manual effort, and drive measurable efficiency.
- An Owner’s Mentality: You move fast, take accountability, and drive complex technical and operational projects to completion.
- Analytical Instincts: Strong problem-solving skills, exceptional attention to detail, and a data-driven approach to tracking operational KPIs.
- High Integrity: Demonstrated ability to handle sensitive customer and financial information with extreme care and confidentiality.
Nice to Have
- Domain Expertise: Direct experience working in the fraud, chargebacks, or disputes space.
- Regulatory Knowledge: Solid understanding of Regulation E and Regulation Z requirements, Mastercard network rules, and the standard dispute/chargeback lifecycle.
- Fintech Background: Experience working in fast-paced fintech or neobank environments.
What We Offer
- Competitive base salary, stock options, and health benefits from Day 1
- 401(k) plan with company match
- Remote-friendly (US), flexible time off (FTO), and opportunities for growth
- A high-growth, mission-driven, inclusive culture where your work has real impact
Skills
AI, LLMs, Prompt Engineering, Workflow Automation, Analytics Platforms, Process Optimization, Root Cause Analysis, KPI Tracking, Case Management Systems, Bpo Vendor Management
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