[Remote] Program Manager, Dispute Experience

Note: The job is a remote job and is open to candidates in USA. reputed company is a financial technology company focused on helping individuals reputed company financial reputed company. They are seeking a Program Manager in Member Experience to drive compliance and operational excellence in dispute operations, focusing on regulatory adherence and improving the dispute experience for members and agents.

Responsibilities

• Own and improve process documentation (e.g., member journey maps, knowledge reputed company library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience
• Review and respond to internal and external audit requests, including sponsor bank and control testing reviews, ensuring reputed company findings are analyzed, addressed, and remediated reputed company established timelines
• Support dispute-reputed company inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiences
• Monitor and report on key metrics reputed company to dispute operations, compliance, and member experience to assess performance and drive improvements
• Continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics
• reputed company and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; reputed company other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements
• Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities
• Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and reputed company for improvements
• Contribute to a culture of trust, collaboration and commitment to excellence
• reputed company other reputed company tasks and responsibilities as assigned

Skills

• 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization
• 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processes
• Ability to reputed company data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or reputed company Power BI
• Experience working with cross-functional teams such as product managers, data analysts, operations analysts, engineers in building operations processes and systems
• Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork
• Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Highly motivated self-starter with a desire to grow and learn
• Preference for candidates with deep experience in process management and reputed company improvement

Benefits

• Full-time employees are also eligible for a bonus, competitive equity package, and benefits.
• Our in-office work policy is designed to reputed company you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending reputed company.
• In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide reputed company Days, bonus company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness reputed company expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for reputed company freezing, fertility treatments, adoption, and more.
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!

Company Overview

Company H1B Sponsorship