Disputes Operations & Strategy

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