Job Opportunity- Sales Operations Analyst- Remote

Russell Tobin; California; Remote; USD 52,000 - 66,000; Full time

Job summary

PrideGlobal is seeking a detail-oriented Sales Operations Analyst for a 3+ months contract (Remote). You will own the daily chargeback dispute queue, build evidence packages, and decide on accept/fight to recover revenue. You will flag fraud patterns to improve controls and collaborate with Payments, CX, Fulfillment, and Fraud teams.

The role requires 2+ years in dispute management, comfort with high-volume work, and proficiency in SQL and Excel/Sheets. Start ASAP.

Qualifications

• 2+ years of hands-on chargeback or dispute management experience in e-commerce or payments.
• Knowledge of dispute rules, reason codes, and response timelines for major networks.
• Experience with processor dispute portals.
• Proficiency in SQL and Excel or Google Sheets for data analysis.
• Clear written communication and the ability to write concise dispute responses.
• Ability to work independently and manage time with proper escalation.

Responsibilities

• Manage the daily dispute queue, prioritizing by deadlines and dollar value.
• Build and submit evidence packages through processor portals.
• Gather evidence from internal systems and client data to support disputes.
• Make accept or fight decisions using defined thresholds.
• Handle the full dispute lifecycle from retrieval to pre-dispute alerts.
• Document cases with clear notes and maintain an audit trail.
• Maintain templates and playbooks by reason code and improve processes.
• Distinguish friendly fraud from true fraud and share patterns with the Fraud team.
• Analyze dispute data to identify trends and root causes and propose fixes.
• Collaborate with Payments, Customer Experience, Fulfillment, and Fraud teams.

Skills

SQL

Excel/Sheets

Dispute management

Attention to detail

Deadline-driven

Written communication

Tools

Processor dispute portals

Job description

Title: Sales Operations Analyst
Duration: 3+ months contract (Possibility of Extension)
Location: Remote
Pay range: $38-48/hr on W2 (DOE)
Start Date: ASAP
Summary:
We are seeking a detail-oriented, deadline-driven Risk Operations Analyst to join our DTC Risk team as a contractor. You will own the daily chargeback dispute queue for client: building evidence packages, submitting responses before every deadline, and recovering revenue lost to invalid disputes. You will also flag fraud and abuse patterns to improve our prevention controls.
Responsibilities:
Manage the daily dispute queue, prioritizing by response deadline and dollar value, with zero missed network or processor deadlines.
Build and submit compelling evidence packages (representment) through processor portals, matched to each dispute’s reason code.
Gather evidence from internal systems, including order and payment records, shipping and proof of delivery, refund and return history, customer support interactions, policy acceptance, and device activation or account pairing data.
Make accept or fight decisions using defined thresholds and playbooks.
Handle the full dispute lifecycle, including retrieval requests, pre-arbitration, arbitration, and pre-dispute alerts.
Document every case with clear notes and maintain an audit trail.
Maintain and improve evidence templates and playbooks by reason code.
Distinguish friendly fraud from true fraud and share patterns with the Fraud team to inform rule tuning.
Analyze dispute data to identify trends, root causes, and process gaps, and recommend fixes.
Partner with Payments, Customer Experience, Fulfillment, and Fraud teams to source evidence and resolve escalations.
Handle cardholder and customer data in line with PCI DSS, privacy requirements, and company policy.
Requirements/Skills:
2+ years of hands-on chargeback or dispute management experience in e-commerce or payments.
Working knowledge of Visa, Client, Client, and Client dispute rules, reason codes, and response timelines
Experience with processor dispute portals
Comfort with high-volume, deadline-driven work and strong attention to detail.
Proficiency in SQL and Excel or Google Sheets for pulling and analyzing data.
Clear written communication, especially in writing concise, persuasive dispute responses.
Ability to work independently, manage time, and escalation appropriately.
Preferred Qualifications:
Experience with consumer electronics or connected device disputes.
Familiarity with pre-dispute tools (Ethoca, Verifi, RDR, Order Insight).
Familiarity with card network monitoring programs (e.g., VAMP, Client ECM).
Experience using AI tools or automation to speed up evidence gathering and case handling.
#RTA
For workers in the United States, PrideGlobal and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.
Equal Employment Opportunity
PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Fair Chance Employment
PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.
Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.
Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.
Only applicable for Kentucky positions: For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long-term care facilities, in accordance with KRS 216.793.