Dispute and Chargebacks, Program Manager
Core
Own the full dispute lifecycle for Replit's agentic software creation platform, handling chargebacks, privacy requests, and abuse appeals to protect the platform and users.
Role type
Senior Program Manager, Disputes and Chargebacks
Builds
End-to-end dispute and chargeback workflows, policies, playbooks, and automation systems for the Trust and Safety Operations team.
Domain
Fintech/Payments (Card Networks) + SaaS Platform Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Card network dispute rules (Visa, Mastercard, Amex, Discover), SOP/playbook design, cross-functional partnership with Engineering, data-driven performance tracking, policy-to-process translation, high-stakes decision-making
Preferred skills
Stripe dispute tooling experience, fraud detection tooling familiarity, managing outsourced support teams
Technologies
Stripe, Visa VDMP/VFMP, Mastercard ECP
Responsibilities
Investigate incoming chargebacks and disputes; Design and maintain policies and decision trees; Define and track program metrics; Monitor chargeback rates to identify root causes; Partner with Engineering to automate manual workflow parts; Build training and escalation paths for support teams
Seniority
Senior, hands-on IC with strategic ownership