Program Manager, Dispute Experience

📋 Description

• Own and improve dispute process docs (journey maps, SOPs) as SME.
• Review audit requests with sponsor bank; ensure timely remediation.
• Analyze dispute inquiries; summarize trends to improve member/agent experiences.
• Monitor key metrics for dispute ops, compliance, and member experience; drive improvements.
• Analyze data; define problem scope; build project plans; drive execution.
• Partner with cross-functional teams to implement improvements and align roadmaps.

🎯 Requirements

• 6+ years in product ops, product mgmt, program mgmt, or similar at financial services.
• 3+ years in card issuer dispute ops; knowledge of Regulation E, Z, and UDAAP.
• Foundational SQL and data visualization with Looker, Tableau, or Power BI.
• Experience with cross-functional teams (product, data, ops, engineers).
• Preference for deep process mgmt and continuous improvement.
• Excellent communication and presentation; collaborative.
• Ability to manage multiple work streams in a dynamic environment.
• Motivated self-starter with a desire to grow.

🎁 Benefits

• In-office policy: four days in office and Fridays remote; fully remote option.
• Backup child/elder/pet care; subsidized commuter benefit.
• 401k match plus medical, dental, vision, life, and disability benefits.
• Generous vacation policy and company-wide Chime Days; paid time off.
• 1% time off to support local community organizations; annual wellness stipend.
• Parental leave up to 24 weeks birthing and 12 weeks non-birthing; wellness stipend.