Program Manager, Dispute Experience

6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization. 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP. Ability to leverage data for critical decisions; foundational SQL and data visualization experience (Looker, Tableau, or Microsoft Power BI). Experience working with cross-functional teams (product managers, data analysts, operations analysts) in building operations processes and systems. Preference for candidates with deep experience in process management and continuous improvement. Excellent communication and presentation skills. Ability to effectively identify, prioritize, and handle multiple work streams simultaneously. Highly motivated self-starter with a desire to grow and learn.

Own and improve process documentation, including member journey maps, SOPs, and knowledge base content. Develop and communicate data-backed insights on member experience and project impact. Own and improve metrics for operational performance, compliance, risk, and fraud. Analyze data to identify friction points, define problem statements, and execute initiatives. Partner with various teams to improve agent performance and accuracy. Support operational readiness for new products and features. Contribute to a culture of trust, collaboration, and operational excellence.