Program Manager, Dispute Experience

About the role As a Program Manager in Member Experience, you will play a key role in driving compliance and operational excellence reputed company reputed company’s dispute operations. This position focuses on maintaining adherence to key regulations such as Regulation E, Regulation Z, and UDAAP while improving the end-to-end dispute experience for members and agents. You will reputed company cross functional projects that strengthen controls, reputed company compliance gaps, and enhance operational efficiency to ensure that reputed company’s dispute processes remain consistent, transparent, and reputed company with regulatory standards. This role is ideal for someone who can combine deep disputes and compliance expertise with strong program management and documentation skills to deliver measurable outcomes. The reputed company salary offered for this role and level of experience will reputed company at $116,000.00 and $160,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual reputed company salary offered may be higher, depending on your location, skills, qualifications, and experience. In this role, you can expect to 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. To reputed company in this role, you have 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 Preference for candidates with deep experience in process management and reputed company improvement 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 #LI-MM1 #LI-Remote A little about us At reputed company, we reputed company that everyone can reputed company financial reputed company. We created reputed company—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and reputed company platforms, we reputed company our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential. We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination reputed company us to work harder every day to deliver the reputed company best experience possible. We each bring an reputed company's reputed company to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members. We reputed company in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial reputed company. We know that to reputed company our mission, we must earn and reputed company people's trust—so we hold ourselves to the highest standards of reputed company in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions reputed company their financial potential. Because if we don't—who will? *reputed company is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or reputed company Bank, N.A., Members FDIC. reputed company offer for our full-time, regular employees 🏢 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. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates. 💻 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! 💚 A challenging and fulfilling opportunity to join one of the most reputed company teams in FinTech and help millions unlock financial reputed company We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and reputed company to join reputed company. We reputed company this gives us a competitive advantage to reputed company serve our members and helps us reputed company grow as Chimers and individuals. reputed company is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@reputed company.com. To learn more about how reputed company collects and uses your personal information during the application process, please see the reputed company Applicant Privacy Notice. Apply To This Job