Chargebacks Program Manager

BlueSnap is a rapid-growth international FinTech company, headquartered in Waltham, MA, with offices in Israel, Ireland, and the UK. We are thrilled to be one of the fastest growing companies in the payments industry. Our team works collaboratively building a world-class payments orchestration platform that provides our clients with extensive capabilities, technologies, and services to accept payments in an optimized fashion.
The BlueSnap Payments & Risk team is searching for an experienced Chargebacks & Disputes Program Manager to lead all chargeback operations, projects, systems, and teams.
This leadership role will be responsible for managing our merchant payment chargebacks and mitigation operation, while helping build the process and product requirements to improve this experience for merchants across the globe. This will be a mission critical role, ensuring that BlueSnap follows best practices, have all the tools needed to grow internationally, and to maintain the highest performance and metrics according to industry standards.
If you're passionate about chargebacks, payments, enjoy leading projects, teams, making data driven decisions, and want help build a world class dispute management system, then this role is for you!
Responsibilities:

• Lead the BlueSnap chargebacks operations, systems, team, and processes
• Review chargeback metrics, data, and analytics to ensure high performance
• Provide subject-matter expertise on all chargeback operations, best practices, processes, mitigation, and industry requirements
• Assist with tracking merchant card brand compliance programs (i.e., VDMP)
• Provide reviews for merchants to help implement best practices, remediate chargeback issues, and improve chargeback performance
• Work with business owners, merchants, and key stakeholders to help provide feedback, expertise, and training to ensure the highest performance, highest industry compliance, and highest win-rates
• Work across multiple platforms and tools such as Ethoca, Verifi, and Chargebacks911 to help provide merchants with reporting, assistance, and dispute training
• Lead all chargeback projects including technology updates, and system enhancements
• Create new strategies to improve win-rates while finding new and innovative ways to improve company chargeback revenue
• Manage the overall chargeback workflows, working with financial reconciliation team
• Monitor, track, and create new KPI's, performance metrics, and evaluate merchant chargeback performance
• Track chargeback program revenues, profits, and expenses
• Lead a team of chargeback professionals, and help BlueSnap grow the operations internationally by interviewing, hiring, and training new chargeback analysts as needed
• Attend and lead internal chargeback meetings and leadership briefings
• Work with the fraud and underwriting teams to help create multi-level plans to improve merchant performance, profitability, and to mitigate risk
• Collaborate with other managers, directors, and leaders on company strategy, performance, and operational growth

Requirements:

• A minimum of 5 years of experience in a chargeback management role or a similar payments dispute role
• A Bachelor's degree OR equivalent work experience
• Excellent customer service skills with a can-do attitude
• Comfortable working with large teams, and able to lead meetings, briefings, and trainings
• Able to communicate comfortably with senior leaders, industry professionals, and business owners
• Excellent written and communication skills
• Experience working with chargeback industry companies like Ethoca, Verifi, Chargebacks911, Chargeback Gurus, or Midigator (or similar companies)
• Extensive knowledge of the chargeback industry, chargeback lifecycles, disputes, representments, remediation plans, and best practices
• Have experience leading a team, program, or operation
• Strong personnel management, time management, and task management skills
• Strong attention to detail and the ability to maintain accuracy in a high-speed operation
• Experience working for senior leadership, key stakeholders, or business owners
• Be a subject-matter expert at all things chargebacks
• Able to maintain a team-first attitude and lead by example, from the front
• Extensive understanding of chargeback reason codes, chargeback card brand programs, chargeback mitigation practices, chargeback management processes, chargeback compelling evidence, chargeback metrics, card brand/processor risk program thresholds, chargeback risk program remediation plans, friendly fraud, true fraud, and chargeback dispute lifecycle times
• Comfortable working with Microsoft Office, and a strong understanding of Excel
• Experience working at or with payment facilitators or other payment providers is desirable

As an eligible full-time BlueSnap team member you will receive a competitive salary, along with an excellent benefits package which will include BlueCross BlueShield medical and dental insurance, FSA, HRA, vision, life, disability and more! You will have the opportunity to save for retirement through our 401K plan. We find some of our best team members through employee referrals, which is why we provide you with the opportunity to earn significant referral bonuses. In addition, we provide our team members with a Flexible Time Off plan that will help you enjoy nice work/life balance. These are just a few of the great benefits we offer. We look forward telling you more during the interview process with BlueSnap!
BlueSnap is an equal opportunity employer. We celebrate differences in both background and perspective. All our applicants are considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We support equality of treatment in employment and are committed to having procedures to determine equal pay for our employees that do not discriminate and are free from bias.