Consumer Refund Expert (Digital Goods / SaaS)

Brightmeds•St. Louis, MO

About The Position

We are seeking a highly experienced Consumer Refund Chargeback Expert to manage and optimize our end-to-end refund operations within a high-value, high-volume, direct-to-consumer (DTC) environment. This role is critical in protecting revenue, ensuring compliance, reducing chargebacks, and delivering a best-in-class customer experience across digital goods and potentially future subscription products. The ideal candidate has deep expertise in billing operations, refund governance, chargeback mitigation, and customer retention strategies in fast-scaling consumer technology businesses.

Requirements

5+ years of experience in consumer refunds, billing operations, or payments in a high-volume environment
Proven experience managing refunds for digital services
Deep knowledge of payment processors, chargeback workflows, and card network regulations.
Demonstrated success reducing dispute ratios and refund leakage at scale.
Strong analytical skills with experience using data tools (e.g., SQL, BI platforms, payment dashboards).
Exceptional judgment in balancing revenue protection with customer retention.

Nice To Haves

Background in fintech, ecommerce commerce, or consumer tech.
Experience with fraud detection tools and risk scoring systems.
Familiarity with consumer regulations, digital content directives, and card network compliance frameworks.
Experience working in fast-growth or high-scale startup environments.

Responsibilities

Refund & Dispute Management - Own and manage all consumer refund workflows across digital products and subscription services.
Evaluate and adjudicate high-value refund requests in accordance with company policy, consumer protection laws, and payment network regulations.
Lead chargeback prevention and representment processes to reduce loss ratios.
Monitor refund and dispute KPIs (approval rate, recovery rate, refund volume, dispute ratio, etc.).
Identify refund root causes tied to billing friction, product misalignment, or customer experience gaps.
Risk & Compliance - Ensure compliance with US digital commerce and consumer protection regulations.
Implement fraud detection and refund abuse prevention frameworks.
Collaborate with Risk, Finance, and Legal teams to mitigate revenue leakage.
Data & Performance Optimization - Analyze large datasets to identify patterns in refund behavior and chargebacks.
Build dashboards and reporting frameworks for leadership visibility.
Recommend and implement process improvements to reduce refund rates while protecting customer satisfaction.
Cross-Functional Leadership - Work closely with Customer Experience, Product, Payments, Legal, and Finance teams.
Provide training and guidance to support teams on refund policy and exception handling.
Contribute to policy design that balances customer trust and revenue protection.