Disputes Operations – Strategy

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive AI Transformation: Utilize AI, LLMs, and automation tools to consistently identify opportunities for reducing operating costs, enhancing customer experience, and lowering dispute complaint rates—while constructing business cases to implement these changes.

• Oversee Operations: Manage daily back-office operations for dispute workflows across various products, ensuring case resolutions are timely, accurate, and compliant through both automated and hybrid workflows.

• Optimize Tooling & Vendor Performance: Execute operational strategy initiatives, which include optimizing case management systems, integrating AI copilots, and overseeing BPO vendor performance.

• Root Cause Analysis: Conduct root cause analysis in instances of process breakdowns or quality concerns; apply quick workarounds while taking responsibility for establishing permanent, automated solutions.

• Cross-Functional Collaboration: Collaborate with Product, Compliance, and Engineering teams to gain insights on upcoming product launches, design automated workflows, and evaluate downstream implications.

• Stakeholder Communication: Clearly convey operational plans, AI performance metrics, and strategic decisions to internal stakeholders and executive leadership.

⛳️ Requirements

• 5+ years of experience in operations or process optimization teams, with a solid history of scaling operations via technology and automation.

• Expertise in AI & Automation: Proven capability to effectively deploy AI tools—including LLMs, prompt engineering, workflow automation, or advanced analytics platforms—to uncover process gaps, minimize manual work, and achieve measurable efficiency.

• An Owner’s Mentality: You act swiftly, take responsibility, and manage complex technical and operational projects to fruition.

• Analytical Instincts: Strong problem-solving abilities, exceptional attention to detail, and a data-driven approach to monitoring operational KPIs.

• High Integrity: Proven ability to manage sensitive customer and financial information with utmost care and confidentiality.

🏝️ Benefits

• Competitive base salary, stock options, and health benefits starting on Day 1

• 401(k) plan with company matching

• Remote-friendly (US), flexible time off (FTO), and opportunities for professional growth

• A high-growth, mission-driven, inclusive culture where your contributions have a genuine impact