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
experience.

Responsibilities

• 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
  making
  

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

• 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
  reporting
  
• 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
  
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