Published on

Mar 26, 2024

Published on

Mar 26, 2024

Published on

Mar 26, 2024

Published on

Mar 26, 2024

Manager, Disputes and Transactions

Manager, Disputes and Transactions

Manager, Disputes and Transactions

Manager, Disputes and Transactions

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Operations is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe’s Issuing and Banking and Capital teams to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As the Manager of our Dispute and Transaction Operations team, you will lead dispute and transaction operations for Stripe’s rapidly growing Banking-as-a-Service business and serve as a subject matter expert on card disputes, chargebacks and transaction exceptions. This is an exciting opportunity to define Stripe’s dispute operations roadmap and build new processes from the ground up.

Responsibilities

  • Manage a team of specialists that handles dispute intake and dispute resolution processes; pre-presentments, pre-arbitration, and arbitration cases; and banking transaction exceptions, including ACH returns and reversals and user offboarding

  • Monitor team performance and drive operational efficiencies, ensuring that we can efficiently and effectively support our quickly growing Issuing business

  • Collaborate closely with multiple teams, including Engineering, Product, Risk, Finance & Strategy, and Compliance to continually improve our systems, tools, and processes

  • Act as the Stripe subject matter expert on Issuing disputes and play a key role in launching new products



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • 7 years of firsthand experience with the dispute management process at a fintech or other financial institution

  • 4 years of experience managing teams (inclusive of performance review cycles)

  • A thorough understanding of the card brand dispute management rules, response codes, and recommended response data and a thorough understanding of fraudulent disputes investigations

  • Experience escalating chargebacks through re-presentment, arbitration, and other dispute resolution classifications

  • Experience working with Regulation E and Regulation Z

  • Experience with Visa’s VROL and MasterCard’s MCOM

  • Outstanding communication skills and ability to influence priorities

  • Experience partnering closely with Engineering and Product teams

  • Dexterity and appetite to manage a high-performing team while working closely with Product to build 0-1 solutions for new lines of business

  • Ability to think strategically and analytically about complex product and technical challenges



Preferred Qualifications

  • Experience with SQL

  • Experience at a rapidly scaling institution

  • Experience with transaction handling and Nacha rules



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Operations is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe’s Issuing and Banking and Capital teams to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As the Manager of our Dispute and Transaction Operations team, you will lead dispute and transaction operations for Stripe’s rapidly growing Banking-as-a-Service business and serve as a subject matter expert on card disputes, chargebacks and transaction exceptions. This is an exciting opportunity to define Stripe’s dispute operations roadmap and build new processes from the ground up.

Responsibilities

  • Manage a team of specialists that handles dispute intake and dispute resolution processes; pre-presentments, pre-arbitration, and arbitration cases; and banking transaction exceptions, including ACH returns and reversals and user offboarding

  • Monitor team performance and drive operational efficiencies, ensuring that we can efficiently and effectively support our quickly growing Issuing business

  • Collaborate closely with multiple teams, including Engineering, Product, Risk, Finance & Strategy, and Compliance to continually improve our systems, tools, and processes

  • Act as the Stripe subject matter expert on Issuing disputes and play a key role in launching new products



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • 7 years of firsthand experience with the dispute management process at a fintech or other financial institution

  • 4 years of experience managing teams (inclusive of performance review cycles)

  • A thorough understanding of the card brand dispute management rules, response codes, and recommended response data and a thorough understanding of fraudulent disputes investigations

  • Experience escalating chargebacks through re-presentment, arbitration, and other dispute resolution classifications

  • Experience working with Regulation E and Regulation Z

  • Experience with Visa’s VROL and MasterCard’s MCOM

  • Outstanding communication skills and ability to influence priorities

  • Experience partnering closely with Engineering and Product teams

  • Dexterity and appetite to manage a high-performing team while working closely with Product to build 0-1 solutions for new lines of business

  • Ability to think strategically and analytically about complex product and technical challenges



Preferred Qualifications

  • Experience with SQL

  • Experience at a rapidly scaling institution

  • Experience with transaction handling and Nacha rules



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Operations is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe’s Issuing and Banking and Capital teams to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As the Manager of our Dispute and Transaction Operations team, you will lead dispute and transaction operations for Stripe’s rapidly growing Banking-as-a-Service business and serve as a subject matter expert on card disputes, chargebacks and transaction exceptions. This is an exciting opportunity to define Stripe’s dispute operations roadmap and build new processes from the ground up.

Responsibilities

  • Manage a team of specialists that handles dispute intake and dispute resolution processes; pre-presentments, pre-arbitration, and arbitration cases; and banking transaction exceptions, including ACH returns and reversals and user offboarding

  • Monitor team performance and drive operational efficiencies, ensuring that we can efficiently and effectively support our quickly growing Issuing business

  • Collaborate closely with multiple teams, including Engineering, Product, Risk, Finance & Strategy, and Compliance to continually improve our systems, tools, and processes

  • Act as the Stripe subject matter expert on Issuing disputes and play a key role in launching new products



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • 7 years of firsthand experience with the dispute management process at a fintech or other financial institution

  • 4 years of experience managing teams (inclusive of performance review cycles)

  • A thorough understanding of the card brand dispute management rules, response codes, and recommended response data and a thorough understanding of fraudulent disputes investigations

  • Experience escalating chargebacks through re-presentment, arbitration, and other dispute resolution classifications

  • Experience working with Regulation E and Regulation Z

  • Experience with Visa’s VROL and MasterCard’s MCOM

  • Outstanding communication skills and ability to influence priorities

  • Experience partnering closely with Engineering and Product teams

  • Dexterity and appetite to manage a high-performing team while working closely with Product to build 0-1 solutions for new lines of business

  • Ability to think strategically and analytically about complex product and technical challenges



Preferred Qualifications

  • Experience with SQL

  • Experience at a rapidly scaling institution

  • Experience with transaction handling and Nacha rules



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Operations is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe’s Issuing and Banking and Capital teams to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As the Manager of our Dispute and Transaction Operations team, you will lead dispute and transaction operations for Stripe’s rapidly growing Banking-as-a-Service business and serve as a subject matter expert on card disputes, chargebacks and transaction exceptions. This is an exciting opportunity to define Stripe’s dispute operations roadmap and build new processes from the ground up.

Responsibilities

  • Manage a team of specialists that handles dispute intake and dispute resolution processes; pre-presentments, pre-arbitration, and arbitration cases; and banking transaction exceptions, including ACH returns and reversals and user offboarding

  • Monitor team performance and drive operational efficiencies, ensuring that we can efficiently and effectively support our quickly growing Issuing business

  • Collaborate closely with multiple teams, including Engineering, Product, Risk, Finance & Strategy, and Compliance to continually improve our systems, tools, and processes

  • Act as the Stripe subject matter expert on Issuing disputes and play a key role in launching new products



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • 7 years of firsthand experience with the dispute management process at a fintech or other financial institution

  • 4 years of experience managing teams (inclusive of performance review cycles)

  • A thorough understanding of the card brand dispute management rules, response codes, and recommended response data and a thorough understanding of fraudulent disputes investigations

  • Experience escalating chargebacks through re-presentment, arbitration, and other dispute resolution classifications

  • Experience working with Regulation E and Regulation Z

  • Experience with Visa’s VROL and MasterCard’s MCOM

  • Outstanding communication skills and ability to influence priorities

  • Experience partnering closely with Engineering and Product teams

  • Dexterity and appetite to manage a high-performing team while working closely with Product to build 0-1 solutions for new lines of business

  • Ability to think strategically and analytically about complex product and technical challenges



Preferred Qualifications

  • Experience with SQL

  • Experience at a rapidly scaling institution

  • Experience with transaction handling and Nacha rules



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

About Company

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Headquartered in San Francisco and Dublin, the company aims to increase the GDP of the internet.

Total Employees

9,022

Company 2-Year Growth

19%

Median Employee Tenure

2.2 years

Because no one goes to school
for fighting fraud.