Senior Manager, Disputes Operations

Current•New York, NY

2h•$140,000 - $200,000•Onsite

About The Position

We’re looking for a Senior Manager, Disputes Operations to join our growing Risk Operations team in New York. In this role, you’ll own the end-to-end disputes function, overseeing day-to-day dispute operations while driving strategy, process improvements, and risk mitigation efforts. You’ll partner closely with Fraud Operations, Compliance, Member Experience, Product, and external partners to ensure disputes are handled accurately, efficiently, and in compliance with Federal Regulations and card network rules. You’ll be responsible for managing the full dispute lifecycle from intake and investigation through resolution, recovery, and reporting while ensuring adherence to Regulation E, internal SLAs, and quality standards. As a people leader, you’ll coach and develop a team of disputes analysts, set performance expectations, and help scale processes as the business grows. This role is ideal for someone who combines strong disputes expertise with operational leadership, sound judgment, and a customer-first mindset, and who is excited to build and improve a critical risk function in a fast-paced fintech environment.

Requirements

6+ years of experience in disputes, fraud operations, payments, or banking, with deep ownership of dispute workflows
3+ years of people leadership experience
Strong working knowledge of Regulation E and card network dispute rules
Proven ability to manage escalations and make sound, defensible risk decisions
Strong analytical skills with the ability to identify trends and translate insights into action
Excellent written and verbal communication skills
Highly organized, detail-oriented, and comfortable balancing multiple priorities
Comfortable working in a fast-paced, evolving environment and leading through change
Collaborative leader who builds strong relationships across teams

Nice To Haves

Fintech, payments, or high-growth startup experience
Experience scaling dispute operations or building processes in a high-growth environment
Exposure to dispute tooling, automation, or workflow optimization initiatives
Experience partnering with or managing outsourced or offshore teams

Responsibilities

Own and oversee the full lifecycle of dispute case handling, ensuring timely, accurate, and compliant resolution
Ensure disputes are processed in accordance with Regulation E, card network rules, and internal SLAs
Review and resolve complex, high-risk, or escalated disputes and complaints
Partner with merchants, networks, and external vendors to pursue recovery opportunities and minimize losses
Monitor dispute metrics including volumes and aging
Lead operational readiness for peak periods, volume spikes, and policy or regulatory changes
Manage, coach, and develop a team of Disputes Specialists, including onboarding, training, and ongoing performance management
Set clear expectations around productivity, quality, and customer experience
Conduct regular quality reviews and provide actionable feedback to improve accuracy and decision-making
Foster a collaborative, accountable, and customer-focused team culture
Identify trends, root causes, and emerging risks across disputes, fraud, and customer behavior
Lead initiatives to improve dispute workflows, reduce operational friction, and enhance the member experience
Partner with Fraud Operations, Compliance, Member Experience, and Product teams to resolve systemic issues and influence upstream fixes
Contribute to risk strategy discussions, including loss prevention and dispute deflection efforts
Support vendor and BPO strategy, including performance management and capacity planning where applicable
Ensure accurate documentation, audit readiness, and regulatory compliance across dispute operations
Prepare and share insights, metrics, and recommendations with Risk leadership
Support audits, exams, and internal reviews related to dispute handling
Help evolve dispute policies and procedures to align with regulatory guidance and business growth

Benefits

Competitive salary
Meaningful equity in the form of stock options
401(k) plan
Discretionary performance bonus program
Biannual performance reviews
Medical, Dental and Vision premiums covered at 100% for you and your dependents
Flexible time off and paid holidays
Generous parental leave policy
Commuter benefits
Fitness benefits
Healthcare and Dependent care FSA benefit
Employee Assistance Programs focused on mental health
Healthcare advocacy program for all employees
Access to mental health apps
Team building activities
Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches