Senior Risk Program Manager – Fraud & Disputes Enablement

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Interpret regulatory expectations from chartered banks, including Reg E, card network regulations, and examiner standards, into structured work plans.

• Develop Bank Charter Readiness programs from inception, outlining scope, milestones, dependencies, and risks.

• Ensure audit readiness by maintaining up-to-date SOPs, traceable decisions, defensible evidence, and organized documentation.

• Manage inquiries from regulators, auditors, and partner banks in collaboration with Compliance, Legal, and Operations teams.

• Oversee Operational Quality Reviews and Monthly CORs Reviews related to Fraud and Disputes.

• Establish and monitor operational health metrics, team objectives, and OKRs.

• Create reports and dashboards to aid leadership in decision-making.

• Identify risks, clarify trade-offs, and drive decisions to completion with cross-functional teams.

• Evaluate quality, productivity, and compliance data across Fraud, Disputes, and Risk UX.

• Transform findings into enhancements in processes, tools, and reporting systems.

• Direct root causes to QC, Learning & Development, and Operations teams and verify resolutions.

• Implement continuous improvement initiatives and assess their effectiveness.

⛳️ Requirements

• Minimum of 5 years of program management experience in risk, compliance, fraud, disputes, or operations within a bank, fintech, or other regulated financial services firm.

• Banking experience with a solid understanding of the operations of a regulated institution.

• Direct involvement with regulators, examiners, auditors, or sponsor banks, including exam preparation, addressing findings, or regulatory responses.

• Proven track record of developing programs from start to finish, transitioning from unclear problems to measurable outcomes, with impact extending beyond the immediate team.

• At least 2 years of experience overseeing BPO or outsourced operations, emphasizing SLAs, performance and quality management, escalations, and regular business reviews.

• Strong grasp of operational risk processes in Fraud and/or Disputes, such as case management, investigations, chargebacks, or Reg E error resolution.

• Capability to define metrics, create or interpret dashboards, and clarify data significance.

• Experience leveraging AI and automation to enhance work processes.

• Nice to have: Lean Six Sigma certification (Green Belt or higher) or comparable continuous improvement experience.

• Nice to have: ISO quality credentials, such as ISO 9001 Lead Auditor or Implementer, or similar quality management expertise.

• Nice to have: PMI certification (PMP, PgMP) or equivalent.

• Nice to have: Familiarity with Prosci/ADKAR, ITIL-style incident and problem management, QC program design, workforce management, learning and development, card network dispute regulations and platforms, Risk UX, or experience in high-growth settings.

🏝️ Benefits

• Base salary.

• Equity (stock options/RSUs).

• Comprehensive benefits.

• Competitive salary and equity ranges.

• Reasonable accommodations available throughout the recruitment process for applicants with disabilities or special needs.