Disputes & Chargebacks Program Lead

Replit; Foster City, Northern (CA, KY); Hybrid; USD 170,000 - 225,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) Program with a 4% match (US)

Health, Dental, Vision and Life

Short Term and Long Term Disability

Paid Parental, Medical, CaregiverLeave

Flexible Time Off (FTO) + Holidays

Commuter Benefits (In‑Office & US Only

Monthly Wellness Stipend

Autonomous Work Environment

In Office Set‑Up Reimbursement

Quarterly Team Gatherings

In Office Amenities

Job summary

Replit is seeking a Disputes and Chargeback Program Manager to own the end-to-end disputes function within the Trust and Safety Operations team. You will define strategy, build repeatable processes, and collaborate with Engineering, Legal and Finance to scale a high‑stakes program across millions of users.

You will design policies, SOPs, and decisioning logic, track metrics, and drive automation to reduce manual work while maintaining rigorous governance and customer‑facing clarity.

Qualifications

• 6+ years of hands-on experience owning disputes/chargebacks operations.
• Deep familiarity with major card network dispute rules and reason codes (e.g., Visa, Mastercard, Amex, Discover), including compelling-evidence frameworks and network monitoring/excessive-dispute programs (e.g., Visa's VDMP/VFMP, Mastercard's ECP)
• Experience building or improving SOPs, playbooks, or workflows in a support or operations environment.
• Experience partnering with Engineering to scope and prioritize automation, even if you're not writing the code yourself.
• Comfort operating as both a hands-on operator and systems builder in a scaling environment.
• Strong judgment and decision-making skills when handling sensitive or ambiguous customer situations.
• Experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance.
• Strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations.
• Proven track record working cross-functionally to deliver impactful results.

Responsibilities

• Own the full dispute lifecycle: investigate incoming chargebacks and disputes, decide whether and how to represent, gather evidence, and respond within network deadlines.
• Design and maintain the policies, decision trees, and SOPs that govern how disputes and chargebacks are handled.
• Define the key metrics, health targets, and goals for the disputes program and track performance against them, reporting to leadership.
• Monitor chargeback rates and dispute trends to identify the underlying drivers of volume, and partner with Engineering and Finance to address root causes.
• Partner with Engineering and Support Operations to automate manual parts of the workflow (evidence gathering, decisioning logic, etc).
• Build training, documentation, and escalation paths that enable frontline support teams to handle dispute-related inquiries confidently and consistently as the program scales.

Skills

Disputes and chargebacks operations

Card network dispute rules

SOPs / Playbooks / workflows

Automation scoping with Engineering

Hands-on operator and systems builder

Policy interpretation / customer_guide

Written communication

Cross-functional collaboration

Tools

Stripe dispute tooling

Job description

Replit is seeking a Disputes and Chargeback Program Manager to own the end-to-end disputes function within the Trust and Safety Operations team. You will define strategy, build repeatable processes, and collaborate with Engineering, Legal and Finance to scale a high‑stakes program across millions of users.

You will design policies, SOPs, and decisioning logic, track metrics, and drive automation to reduce manual work while maintaining rigorous governance and customer‑facing clarity.