Manager, Dispute Operations

As both a card program manager and a card-not-present merchant, Super.com has a multitude of complex dispute workflows. This is a newly created role to optimize those workflows as the company grows, while balancing financial performance and compliance. This role will manage a combination of service providers and in-house analysts, while collaborating cross-functionally to drive positive change in areas that affect disputes. The ideal candidate has hands-on representment experience with both fraud and non-fraud cases, and has a knack for connecting disputes to operational root causes. Manage customer disputes to be compliant with relevant rules and standards, including card network monitoring thresholds. Manage a team of analysts, ensuring the team’s work aligns with business priorities and meets quality standards. Oversee dispute service providers, driving a proactive response to changes in the business and compliance with SLAs. Prepare regular reporting on disputes for internal and external stakeholders. Use data to drive continuous improvement in disputes processes.