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:

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

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
• Managing the Queue to ensure no disputes expire
• Continuously explore new ways to improve team performance
• Review Payroll for any payroll discrepancies
• Conduct monthly 1:1s with each Analyst to discuss performance, provide coaching and ongoing feedback for development and engagement
• Handle employee issues and manage employee performance
• QC pulls/QC Data Analysis
• Onboard new employees
• Onboard new merchants
• Correspond directly with Merchants as needed
• Assist in disputes as needed
• Assist in other departments as needed on special projects
• Work on various special projects when assigned
• Proactive professional on-line, in person and interpersonal communication skills
• 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

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:

• Pulling and assigning new MIDS and Data Sources
• Ensure Win/Loss is completed each month
• Continuously explore new ways to improve team performance
• 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
• Update passwords for connected data
• Provide training for employees on all processors and win/loss when needed
• Call processors for issues regarding updates and statuses on disputes
• Review Payroll for any payroll discrepancies
• Conduct monthly 1:1s with each Analyst to discuss performance, provide coaching and ongoing feedback for development and engagement
• Handle employee issues and manage employee performance
• Assist in other departments as needed on special projects
• Work on various special projects when assigned
• Reflects professionalism on-line, in person and possesses interpersonal communication skills
• Proactive in execution with a bias for action
• 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

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:

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

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:

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

The anticipated starting on-target earnings range for this role can be found below. This role may also be eligible for equity and other benefits. Sift takes into account many factors in determining compensation, including level, location, transferable skills, work experience, business needs, and market demands. Therefore, the pay range / final offer may change or be modified in the future.

On-target earnings range$93,812—$122,727 USD

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: