Disputes Operations Manager

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

As Stripe’s user base and global footprint grows dramatically, we have
distinctly unique support problems resulting from both our type of scale
and the type of businesses we partner with. The Stripe Delivery Center
(SDC) strategy will provide operational leverage and expand Stripe’s
portfolio of operational capabilities to support the scaled needs for
external users and internal Stripe teams. We strive to deliver
frictionless experiences for all of our users, whether they are an
Independent Business, Startup, SMB, or Enterprise and our mission is to
provide all Stripe Users with the best experience possible.

What you’ll do

As the Manager of our Disputes Operations team, you will lead daily
dispute processing operations for Stripe’s rapidly growing
Banking-as-a-Service business and serve as a subject matter expert on
card disputes & chargebacks. This is an exciting opportunity to
scale up  Stripe’s dispute operations , refine our workflows, and launch
new playbooks with cross-functional partners across the globe.

You will also recruit, manage, and develop a group of Operations
Associates that are focused on preventing and resolving user issues and
optimizing our operational processes. This person cultivates the
happiness of their team members while guiding them to be the best they
can be, through feedback, coaching, mentoring, and advocacy within the
organization. This means helping to set team goals, and using metrics to
efficiently measure and guide team performance in pursuit of those
goals. You will have a strong operations mindset, be able to move
quickly, and be passionate about delivering an incredible user


  • Manage a team of specialists that handles dispute intake and dispute
    resolution processes; pre-presentments, pre-arbitration, and
    arbitration cases
  • Monitor team performance and ensure that team consistently meets or
    exceeds agreed-upon SLAs
  • Drive operational efficiencies, ensuring that we can efficiently and
    effectively support our quickly growing card Issuing business
  • Collaborate closely with global stakeholders to continually improve
    our systems, tools, and processes
  • Build a great culture and ensure team members are happy, effective,
    and growing in their career
  • Set clear goals and direction, and provide regular feedback on team
    members’ performance to drive success
  • Transmit and foster our values, serving as a beacon of Stripe’s
    user-centric philosophy and culture of transparency, empathy,
    inclusion, and empowerment
  • Be data-driven in your analysis of performance, and in your decision

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

Minimum requirements

  • Overall 10+ years of work experience and At least 5 years of firsthand
    experience with the dispute management process at a major financial
    institution or fintech
  • At least 5 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 managing cardholder disputes/chargebacks through
    re-presentment, arbitration, and other stages of the dispute
    resolution lifecycle
  • Experience with Regulation E and Regulation Z error resolution
    processes , including provisional credits, reasonable investigations,
    and SLAs
  • Experience with card networks’ dispute resolution processes and
    tooling, a such as Visa’s VROL and MasterCard’s MCOM
  • Outstanding communication skills and ability to work
    cross-functionally with multiple teams to deliver high impact
    initiatives  and to influence priorities
  • Experience in delivering weekly and monthly business metrics and
  • Background of identifying and remediating quality gaps in team
    performance and passion for process improvement

Preferred qualifications

  • Good data analytical and problem solving skills such as familiarity
    with SQL 
  • Experience in building and scaling new teams from zero 
  • Strong operational background including new process launch, service
    delivery in a high growth technology company

Pay and Benefits

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally in 2023.

Office locations




Job type

Full time

We look forward to hearing from you

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.