Program Manager, Dispute Experience - REMOTE

Jobgether; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) match

Comprehensive medical, dental, vision, life, and disability benefits

Generous vacation policy

Annual wellness stipend

Up to 24 weeks paid parental leave

Wellness stipend

Parental leave

Family planning tools

Team-building events

Job summary

A dynamic financial services company is seeking a Program Manager to improve member dispute experiences while enhancing operational efficiency. This remote role involves guiding strategic initiatives to enhance member satisfaction and streamline processes. Candidates should have at least 6 years of experience in product operations and proficiency in SQL and data visualization tools. Benefits include competitive salary, comprehensive medical coverage, and generous paid leave policies.

Qualifications

• 6+ years of experience in product operations, program management, or similar roles.
• 3+ years in card issuer dispute operations with knowledge of Regulation E and Z.
• Proficient in using data for decision-making and experience with data visualization tools.

Responsibilities

• Own and enhance process documentation and member journey maps.
• Communicate data-backed insights on member experience.
• Collaborate with multiple teams to enhance agent performance.
• Collaborate with Vendor Operations, Quality, Learning, and Content teams to enhance agent performance and accuracy.
• Support operational readiness for new products and features by partnering with Finance, Workforce Management, and Operations.
• Foster a culture of trust, collaboration, and operational excellence.

Skills

Data-driven decision making

Process management

Cross-functional collaboration

Communication skills

Presentation skills

Communication

Tools

SQL

Looker

Tableau

Microsoft Power BI

Job description

Program Manager, Dispute Experience - REMOTE

We are looking for a Program Manager to significantly impact the quality of member dispute experiences and enhance operational efficiency for support and resolution teams. This role involves guiding strategic initiatives to improve member satisfaction and prevent fraud while using data‑driven insights to streamline operations, reduce friction, and develop automation strategies that lead to cost‑effective claims support.

Accountabilities

• Own and enhance process documentation, including member journey maps, SOPs, and knowledge base content.
• Develop and communicate compelling data‑backed insights on member experience and project impact to influence cross‑functional roadmaps.
• Improve metrics related to operational performance, compliance, risk, and fraud; analyze data to identify friction points and execute initiatives to improve outcomes.
• Collaborate with Vendor Operations, Quality, Learning, and Content teams to enhance agent performance and accuracy.
• Support operational readiness for new products and features by partnering with Finance, Workforce Management, and Operations.
• Foster a culture of trust, collaboration, and operational excellence.

Requirements

• 6+ years of experience in product operations, product management, program management, consulting, or similar analytical roles in financial services.
• 3+ years of experience in card issuer dispute operations with knowledge of Regulation E, Regulation Z, and UDAAP.
• Proficiency in leveraging data for critical decision‑making; foundational experience in SQL and data visualization tools such as Looker, Tableau, or Microsoft Power BI.
• Experience collaborating with cross‑functional teams including product managers and data analysts to build operations processes.
• Deep experience in process management and continuous improvement (preferred).
• Excellent communication and presentation skills with the ability to foster teamwork.
• Ability to prioritize and manage multiple work streams in a dynamic environment.
• Highly motivated self‑starter eager to grow and learn.

Benefits

• Competitive salary based on experience.
• 401(k) match and comprehensive medical, dental, vision, life, and disability benefits.
• Generous vacation policy and paid company‑wide days off.
• 1% of your time off allocated to support local community organizations.
• Annual wellness stipend for eligible wellness‑related expenses.
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non‑birthing parents.
• Access to family planning tools with lifetime reimbursement options.
• Opportunities to participate in in‑person and virtual team‑building events.