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Senior Manager
Disputes & Resolutions
Posted on 9/20/2022
San Francisco, CA, USA • Remote in USA
Experience Level
Desired Skills
Customer Service
Data Analysis
  • Significant experience with ecommerce, risk management, disputes and resolution systems/policies
  • Strong organizational/time management skills and able to work effectively in a fast-paced environment
  • Strong problem solving and analysis skills, combined with effective judgment and communication skills
  • Solid project management skills, with the ability to handle multiple projects simultaneously and to tight deadlines
  • MS/MBA degree or equivalent or 6+ years relevant experience in payment industry, financial services, merchant risk management, customer service programs, chargeback programs or 6+ years related experience if without MS/MBA degree
  • Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders
  • Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver project outcomes
  • Shows resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured team environment
  • Lead the design and implementation of global disputes and resolutions program considering best industry practices for chargebacks and customer claims resolution
  • Define and lead Afterpay disputes and resolution policies
  • Partner with the Intelligent Resolution sr product manager to ensure a successful development and implementation of resolution programs
  • Work closely with Operations, merchant risk analysts, product management and engineering teams to understand disputes handling and system/program needs
  • Design and delivery of all performance metrics and framework to track portfolio and disputes systems performance. Work closely with analytics team for data driven enhancements
  • Participate actively in the design and contribute improvement ideas and processes to refine the merchandise chargebacks, disputes and resolution process
  • Take accountability for the smooth roll out of programs and Provide specialist guidance to internal stakeholders on the disputes management program

1,001-5,000 employees

Digital payment processor
Company Overview
Square's mission is to ensure that all businesses are able to participate and thrive in the economy. The company is building infrastrucutre for online payments.