Fraud & Disputes Operations Lead (Remote)

Zip Co; United States; On-site; USD 117,000 - 145,000; Full time

Benefits offered by this job

Flexible working culture

Incentive programs

Unlimited PTO

Generous paid parental leave

Leading family support policies

Company-sponsored 401k match

Learning and wellness stipend

Union Square office access

Job summary

Zip Co is seeking a Customer Experience Operations leader focused on Fraud and Disputes to drive strategy and implementation of investigation and resolution processes. You will oversee daily fraud and disputes operations, manage resources, and collaborate with cross-functional teams to improve monitoring, rules, and tools.

The role involves leading managers, defining operational strategy, and partnering with Fraud Strategy, Compliance, Product, Finance, and CX teams to scale fintech operations

Qualifications

• 8+ years of experience managing Fraud Operations in a fast-paced environment preferably in financial services.
• Experience with card disputes, chargebacks, Reg Z, Reg E and card network rules.
• Experience scaling operations in fintech, payments, banking or BNPL.
• Strong analytical and data-driven decision making.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and with external partners.
• Knowledge of regulatory requirements and industry standards related to fraud and disputes.
• Experience with fraud detection technologies, data analytics, and machine learning models.
• Bachelor's degree in Customer Science, Information Technology, Business Administration or a related field, or equivalent experience.
• Experience leading and mentoring a team.
• Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game.

Responsibilities

• Lead and develop managers responsible for Fraud Operations and Disputes Operations, fostering a culture of accountability, operational excellence, and customer-centric decision making.
• Define and execute the operational strategy for fraud investigations and disputes management in alignment with business objectives, risk appetite, and customer experience goals.
• Partner cross-functionally with Fraud Strategy, Compliance, Product, Finance, and Customer Experience teams to operationalize fraud and dispute programs and initiatives.
• Drive workforce planning, organizational development, and operational readiness to support business growth.
• Oversee fraud investigation operations, ensuring effective processes, tooling, staffing, and service level performance.
• Partner with Fraud Strategy teams to operationalize fraud controls and adapt investigation processes to emerging fraud trends and policy changes.
• Monitor operational performance and fraud trends to identify opportunities to reduce losses, improve efficiency, and enhance customer outcomes.
• Provide leadership and oversight for customer disputes and chargeback operations, ensuring timely, accurate, and compliant resolution of cases.
• Drive improvements in recovery rates, chargeback win rates, operational efficiency, and customer experience.
• Ensure compliance with applicable regulatory requirements, including Regulation Z and card network rules.
• Lead continuous improvement initiatives, including automation, process optimization, and tooling enhancements.
• Maintain policies, procedures, and operational controls to support effective fraud and disputes management, and ensure alignment to organization-wide policies.
• Partner with Compliance, Legal, and Risk teams to support audits, regulatory reviews, and risk mitigation efforts.
• Own performance against key operational metrics, including service levels, quality, fraud loss mitigation, recovery rates, and customer satisfaction.
• Provide regular reporting and insights to senior leadership on operational performance, emerging risks, and improvement opportunities.
• Serve as a key stakeholder across internal teams and external partners, including banks, payment processors, and vendors, to ensure effective fraud and disputes management.

Skills

Fraud operations leadership

Card disputes & chargebacks

Reg Z & Reg E

Fintech/payments experience

Analytical decision making

Cross-functional collaboration

Regulatory knowledge

Fraud detection tech

Machine learning basics

Team leadership

Education

Bachelor's degree or equivalent

Job description

Zip Co is seeking a Customer Experience Operations leader focused on Fraud and Disputes to drive strategy and implementation of investigation and resolution processes. You will oversee daily fraud and disputes operations, manage resources, and collaborate with cross-functional teams to improve monitoring, rules, and tools.

The role involves leading managers, defining operational strategy, and partnering with Fraud Strategy, Compliance, Product, Finance, and CX teams to scale fintech operations