Senior Manager, Disputes

Summary Objective:

As the Senior Manager, Disputes, you will provide strategic leadership and oversight of the end-to-end dispute resolution function. You will be responsible for setting vision, scaling operations, and driving continuous improvement across dispute processes. This role focuses on optimizing performance, mitigating financial and fraud risk, ensuring regulatory compliance, and enhancing customer experience while aligning with organizational growth objectives.

Responsibilities:

• Own and lead the end-to-end disputes strategy and operations, including card disputes, ACH disputes, wire claims, and check claims, ensuring scalability, efficiency, and accuracy.
• Lead and develop disputes operations team, fostering a high-performance culture with strong accountability, coaching, and succession planning.
• Define and track KPIs, SLAs, and performance metrics, using data driven insights to improve cycle times, win rates, and operational quality.
• Partner with senior leadership to design and execute strategic initiatives, including process transformation, automation, and vendor optimization.
• Identify, assess, and mitigate operational, fraud, and financial risks, implementing enterprise-level controls and preventative strategies.
• Drive process optimization and continuous improvement, leveraging technology, automation, and data analytics to scale operations and reduce manual effort.
• Oversee financial accuracy and reconciliation of dispute related transactions, including chargebacks, recoveries, and ledger impacts.
• Serve as a senior escalation point for complex, high risk, or high value disputes, ensuring appropriate resolution and risk mitigation.
• Manage and strengthen relationships with external partners, including dispute vendors, banking partners, and card networks.
• Ensure full compliance with regulatory requirements and network rules (i.e. Mastercard, NACHA), maintaining audit readiness and supporting internal/external audits.
• Collaborate cross-functionally with Risk, Finance, Product, Compliance, Legal, and Customer Success to align on policies, improve customer outcomes, and reduce dispute volumes.
• Lead capacity planning, workforce strategy, and budgeting for the disputes function.

Required Experience and Education

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field (MBA or advanced degree is a plus).
• 8–10+ years of experience in disputes, payment operations, financial services, or related fields.
• 3-5+ years of people leadership experience, including managing managers or large scale operations teams.
• Strong analytical and strategic thinking skills, with experience in data driven decision making and reporting.
• Proven track record of leading process transformation, automation, and operational scaling initiatives.
• Deep knowledge of card network rules, NACHA guidelines, and dispute/chargeback processes.
• Excellent communication and stakeholder management skills, with experience influencing senior leadership.
• Applicants must be currently authorized to work in the United States on a full-time basis.

The compensation range for this role will depend on the level at which a candidate is ultimately brought onto the team. Final offer amounts are determined by factors such as skills, experience, and market alignment. This role is also eligible to earn annual performance-based incentive compensation in the form of a cash bonus.

Manager, Disputes (Level M3) Base Salary of $90,800 – $109,000.

Senior Manager, Disputes (Level M4) Base Salary of $107,500 – $131,800.