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

• At least seven years of firsthand experience with the dispute
  management process at a fintech or other financial institution and at
  least four years of experience managing teams
  
• 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