Dispute and Chargebacks, Program Manager
Remote • Foster City, CA • FullTime
Posted 15h ago
Job Location
Foster City, CA
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Replit is seeking a Disputes and Chargeback Program Manager to join their Trust and Safety Operations team. This role will own Replit's disputes and chargeback function end-to-end, from individual case management to developing scalable policies, playbooks, and automation. The position requires a blend of strategic thinking and hands-on execution, involving close collaboration with Engineering, Legal, and Finance teams to define strategy and build robust systems. The ideal candidate will be responsible for investigating disputes, defining handling policies, tracking key metrics, and partnering with engineering to automate workflows.
Responsibilities
- Own the full dispute lifecycle, including investigation, representation, evidence gathering, and timely response.
- Design and maintain policies, decision trees, and standard operating procedures for dispute and chargeback handling.
- Define and track key metrics and performance goals for the disputes program, reporting to leadership.
- Monitor chargeback rates and trends to identify root causes and collaborate with Engineering and Finance to address them.
- Partner with Engineering and Support Operations to automate manual workflow components.
- Develop training, documentation, and escalation paths for frontline support teams to handle dispute-related inquiries.
Requirements
- 6+ years of hands-on experience in disputes/chargebacks operations, with a focus on building or significantly improving the function.
- Deep familiarity with major card network dispute rules and reason codes (e.g., Visa, Mastercard, Amex, Discover), including compelling evidence frameworks and network monitoring programs.
- Experience building or improving SOPs, playbooks, or workflows in a support or operations environment.
- Experience partnering with Engineering to scope and prioritize automation.
- Comfort operating as both a hands-on operator and systems builder in a scaling environment.
- Strong judgment and decision-making skills for sensitive or ambiguous customer situations.
- Experience translating policy or legal requirements into clear, repeatable processes.
- Strong written communication skills for high-stakes situations.
- Proven track record of cross-functional collaboration to deliver results.
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 4% match (US Only)
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Flexible Time Off (FTO) + Holidays
- Commuter Benefits (In-Office & US Only)
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement (In-Office Only)
- Quarterly Team Gatherings
- In Office Amenities (In-Office Only)