Dispute and Chargebacks, Program Manager
Replit · Foster City, CA
About this role
**Dispute and Chargebacks, Program Manager** **About the Role** Join Replit's Trust and Safety Operations team as a Disputes and Chargeback Program Manager. You'll own the disputes and chargeback function end-to-end—from individual cases to policies, playbooks, and automation that scale to millions of users. This role combines strategic ownership with hands-on execution, working closely with Engineering, Legal, and Finance. **Key Responsibilities** • Own the full dispute lifecycle: investigate chargebacks, decide representation strategy, gather evidence, and respond within network deadlines • Design and maintain policies, decision trees, and SOPs governing dispute handling • Define metrics, health targets, and goals; track performance and report to leadership • Monitor chargeback rates and trends to identify volume drivers • Partner with Engineering and Support Operations to automate manual workflows • Build training, documentation, and escalation paths for frontline support teams **Required Experience** • 6+ years hands-on experience owning disputes/chargebacks operations (ideally building or leveling up the function) • Deep familiarity with major card network rules and reason codes (Visa, Mastercard, Amex, Discover) • Experience building SOPs, playbooks, or workflows in support/operations • Experience scoping automation with Engineering teams • Strong judgment in sensitive or ambiguous situations • Excellent written communication skills • Proven cross-functional collaboration **Nice to Have** • Hands-on experience with Stripe's dispute tooling • Background in customer support, trust & safety, or similar tech roles • Experience in high-growth SaaS environments • Familiarity with fraud detection tooling • Experience managing outsourced support at scale **Benefits** 💰 Competitive Salary & Equity | 💹 401(k) with 4% match | ⚕️ Health/Dental/Vision/Life Insurance | 🩼 Short & Long Term Disability | 🚼 Paid Parental/Medical/Caregiver Leave | 🏝 Flexible Time Off | 📱 Monthly Wellness Stipend | 🧑💻 Autonomous Work Environment | 🚀 Quarterly Team Gatherings **Replit is committed to building a diverse and inclusive team. We welcome candidates from all backgrounds, especially underrepresented and non-traditional backgrounds.**
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