Dispute Management Operations Manager

About the Role:

The Trust and Safety Operations Manager is responsible for overseeing the Disputes, Alerts, Data Pulling and other manual operations teams at Sift.

Some duties below as follows, but not limited to:

• Coach and mentor operation team leaders with a focus on professional development and big-picture thinking
• Proactive in execution with a bias for action
• Develop, implement, and maintain effective dispute management teams and programs to align with the Sift’s strategic needs
• Navigate the dispute management operations teams through ambiguous and emerging risk and disputes situations
• Demonstrates strong relationship-building skills and has the ability to collaborate and work with a variety of people in various disciplines
• Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team
• Ensure that Ops teams adhere to all customer SLAs
• Reflects professionalism on-line, in person and possesses interpersonal communication skills
• Able to successfully build agendas and lead team meetings
• Create and improve tools, procedures, and workflows that minimize risk, increase win rate and enhance customer experience
• Develop and analyze metrics to measure and improve the performance of the trust and safety operations team
• Be directly responsible for the success of new products and markets from a dispute management operations perspective
• Partner with business stakeholders to build dispute management operations considerations into future product and business plans

Disputes Supervisor Role:

The Disputes Manager will oversee the Disputes Analyst Team by ensuring adequate coverage for the Merchants currently signed for Managed Services. They will mediate between the Analysts and the CSManagers regarding changes to business rules, errors done by Analysts, as well as prepare the team for any new onboarding merchants. Some duties below as follows, but not limited to:

• Assign Disputes to each disputes team member
• Onboard new employees
• Proactive professional on-line, in person and interpersonal communication skills
• Handle employee issues and manage employee performance
• Review Payroll for any payroll discrepancies
• QC pulls/QC Data Analysis
• Continuously explore new ways to improve team performance
• Managing the Queue to ensure no disputes expire
• Conduct monthly 1:1s with each Analyst to discuss performance, provide coaching and ongoing feedback for development and engagement
• Onboard new merchants
• Assist in disputes as needed
• Demonstrates strong relationship-building skills and has the ability to collaborate and work with a variety of people in various disciplines
• Correspond directly with Merchants as needed
• Work on various special projects when assigned
• Able to successfully lead team meetings
• Assist in other departments as needed on special projects

Data (Pulling) Supervisor Role:

The Data (Pulling) Manager will oversee the Data Analyst Team by ensuring adequate coverage for the Merchants currently signed for Chargeback/Sift services. They will mediate between the Analysts and the CSManagers regarding changes to business rules, errors done by Analysts, as well as prepare the team for any new onboarding merchants. Some duties below as follows, but not limited to:

• Assist in other departments as needed on special projects
• Proactive in execution with a bias for action
• Handle employee issues and manage employee performance
• Conduct monthly 1:1s with each Analyst to discuss performance, provide coaching and ongoing feedback for development and engagement
• Continuously explore new ways to improve team performance
• Provide training for employees on all processors and win/loss when needed
• Review Payroll for any payroll discrepancies
• Pulling and assigning new MIDS and Data Sources
• Demonstrates strong relationship-building skills and has the ability to collaborate and work with a variety of people in various disciplines
• Able to successfully lead team meetings
• Ensure Win/Loss is completed each month
• Call processors for issues regarding updates and statuses on disputes
• QC analyst’s work to ensure errors are not being made, retrain when needed, making sure all data pulled is matching data in the portals
• Work on various special projects when assigned
• Reflects professionalism on-line, in person and possesses interpersonal communication skills
• Update passwords for connected data

Alerts Supervisor Role:

The Alerts Manager will oversee the Alerts Analyst Team by ensuring adequate coverage for the Merchants currently signed for Professional and NonProfessional Services (Verifi and Ethoca Alerts). They will mediate between the Analysts and the CSManagers regarding changes to business rules, errors done by Analysts, as well as prepare the team for any new onboarding merchants. Some duties below as follows, but not limited to:

• Able to successfully lead team meetings
• Reflects professionalism on-line, in person and possesses interpersonal communication skills
• Onboard new employees
• Review Payroll for any payroll discrepancies
• Correspond directly with the Merchant as needed
• Demonstrates strong relationship-building skills and has the ability to collaborate and work with a variety of people in various disciplines
• Assist in other departments as needed on special projects
• Work on various special projects when assigned
• Enroll and disable merchants and descriptors
• Proactive in execution with a bias for action
• Communicate clearly with cross functional teams
• Handle employee issues and manage employee performance PIPs
• Onboard new merchants
• QC analyst’s work to ensure errors are not being made, retrain when needed
• Conduct monthly 1:1s with each Analyst to discuss performance, provide coaching and ongoing feedback for development and engagement
• Coordinate monthly with the Finance/Billing team on Alert Refund Requests
• Continuously explore new ways to improve team performance
• Manage the Alerts Queue/Alert portals to ensure no alerts expire and check for missing data

A little about us:

Sift is the leading innovator in Digital Trust & Safety. Hundreds of disruptive, forward-thinking companies like Zillow, and Twitter trust Sift to deliver outstanding customer experience while preventing fraud and abuse.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Benefits and Perks:

• Medical, dental and vision coverage
• Education reimbursement
• Wellness reimbursement
• Competitive total compensation package
• 401k plan
• Flexible time off

Let’s Build It Together

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy

Compensation Range: $93.8K - $122.7K