Program Manager, Dispute Experience - REMOTE

Program Manager, Dispute Experience - REMOTE

We are looking for a Program Manager to significantly impact the quality of member dispute experiences and enhance operational efficiency for support and resolution teams. This role involves guiding strategic initiatives to improve member satisfaction and prevent fraud while using data‑driven insights to streamline operations, reduce friction, and develop automation strategies that lead to cost‑effective claims support.

Accountabilities

• Own and enhance process documentation, including member journey maps, SOPs, and knowledge base content.
• Develop and communicate compelling data‑backed insights on member experience and project impact to influence cross‑functional roadmaps.
• Improve metrics related to operational performance, compliance, risk, and fraud; analyze data to identify friction points and execute initiatives to improve outcomes.
• Collaborate with Vendor Operations, Quality, Learning, and Content teams to enhance agent performance and accuracy.
• Support operational readiness for new products and features by partnering with Finance, Workforce Management, and Operations.
• Foster a culture of trust, collaboration, and operational excellence.

Requirements

• 6+ years of experience in product operations, product management, program management, consulting, or similar analytical roles in financial services.
• 3+ years of experience in card issuer dispute operations with knowledge of Regulation E, Regulation Z, and UDAAP.
• Proficiency in leveraging data for critical decision‑making; foundational experience in SQL and data visualization tools such as Looker, Tableau, or Microsoft Power BI.
• Experience collaborating with cross‑functional teams including product managers and data analysts to build operations processes.
• Deep experience in process management and continuous improvement (preferred).
• Excellent communication and presentation skills with the ability to foster teamwork.
• Ability to prioritize and manage multiple work streams in a dynamic environment.
• Highly motivated self‑starter eager to grow and learn.

Benefits

• Competitive salary based on experience.
• 401(k) match and comprehensive medical, dental, vision, life, and disability benefits.
• Generous vacation policy and paid company‑wide days off.
• 1% of your time off allocated to support local community organizations.
• Annual wellness stipend for eligible wellness‑related expenses.
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non‑birthing parents.
• Access to family planning tools with lifetime reimbursement options.
• Opportunities to participate in in‑person and virtual team‑building events.