Replit6 days ago
Dispute and Chargebacks, Program Manager
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Полная занятостьУдалёнка
Responsibilities
- 01Own the full dispute lifecycle: investigate incoming chargebacks and disputes, decide whether and how to represent, gather evidence, and respond within network deadlines
- 02Design and maintain the policies, decision trees, and SOPs that govern how disputes and chargebacks are handled
- 03Define the key metrics, health targets, and goals for the disputes program and track performance against them, reporting to leadership
- 04Monitor chargeback rates and dispute trends to identify the underlying drivers of volume, and partner with Engineering and Finance to address root causes
- 05Partner with Engineering and Support Operations to automate manual parts of the workflow (evidence gathering, decisioning logic, etc)
- 06Build training, documentation, and escalation paths that enable frontline support teams to handle dispute-related inquiries confidently and consistently as the program scales
Requirements
- 016+ years of hands-on experience owning disputes/chargebacks operations, ideally where you built or significantly leveled up the function rather than just running an existing one
- 02Deep familiarity with major card network dispute rules and reason codes (e.g., Visa, Mastercard, Amex, Discover), including compelling-evidence frameworks and network monitoring/excessive-dispute programs (e.g., Visa's VDMP/VFMP, Mastercard's ECP)
- 03Experience building or improving SOPs, playbooks, or workflows in a support or operations environment
- 04Experience partnering with Engineering to scope and prioritize automation, even if you're not writing the code yourself
- 05Comfort operating as both a hands-on operator and systems builder in a scaling environment
- 06Strong judgment and decision-making skills when handling sensitive or ambiguous customer situations
- 07Experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance
- 08Strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations
- 09Proven track record working cross-functionally to deliver impactful results
What we offer
- 01Competitive Salary & Equity
- 02401(k) Program with a 4% match (US Only)
- 03Health, Dental, Vision and Life Insurance
- 04Short Term and Long Term Disability
- 05Paid Parental, Medical, Caregiver Leave
- 06Flexible Time Off (FTO) + Holidays
- 07Commuter Benefits (In-Office & US Only)
- 08Monthly Wellness Stipend
- 09Autonomous Work Environment
- 10In Office Set-Up Reimbursement (In-Office Only)
- 11Quarterly Team Gatherings
- 12In Office Amenities (In-Office Only)