Transaction manager

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies-from the world's largest enterprises to the most ambitious startups-use Stripe to accept payments, grow their revenue, and accelerate new business opportunities.

Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

Stripe Product Experience Operations is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products.

We work closely with Stripe's Issuing and Banking and Capital teams to tackle our users' most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe's strength in building simple, user-friendly software, to create industry leading user experiences.

What you'll do

This is an exciting opportunity to define Stripe's dispute operations roadmap and build new processes from the ground up.

Responsibilities

Manage a team of specialists that handles dispute intake and dispute resolution processes; pre-presentments, pre-arbitration, and arbitration cases;

and banking transaction exceptions, including ACH returns and reversals and user offboarding

• Monitor team performance and drive operational efficiencies, ensuring that we can efficiently and effectively support our quickly growing Issuing business


• Collaborate closely with multiple teams, including Engineering, Product, Risk, Finance & Strategy, and Compliance to continually improve our systems, tools, and processes


• Act as the Stripe subject matter expert on Issuing disputes and play a key role in launching new products

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply.

The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 7 years of firsthand experience with the dispute management process at a fintech or other financial institution


• 4 years of experience managing teams (inclusive of performance review cycles)


• A thorough understanding of the card brand dispute management rules, response codes, and recommended response data and a thorough understanding of fraudulent disputes investigations


• Experience escalating chargebacks through re-presentment, arbitration, and other dispute resolution classifications


• Experience working with Regulation E and Regulation Z


• Experience with Visa's VROL and MasterCard's MCOM


• Outstanding communication skills and ability to influence priorities


• Experience partnering closely with Engineering and Product teams


• Dexterity and appetite to manage a high-performing team while working closely with Product to build 0-1 solutions for new lines of business


• Ability to think strategically and analytically about complex product and technical challenges

Preferred qualifications

• Experience with SQL


• Experience at a rapidly scaling institution


• Experience with transaction handling and Nacha rules

Hybrid work at Stripe

Our Chicago, Dublin, and Singapore teams spend at least 50% of their time in their local offices. We believe that more in-person interactions will contribute to better results for our employees and Stripe.

Increased office time allows for improved collaboration, efficiency, and informal learning opportunities, fostering a stronger community and building our culture.

We will apply the insights gained from these initial three locations to continue refining our hybrid approach.

Last updated : 2024-02-13