Dispute and Chargebacks, Program Manager

Replit
United States
Workplace: HybridFull timeUSD 161,000 - 212,000 annuallyFunction: Program & Project Management (PMO)Experience: 6+ yearsSkills: ["Judgment","Decision-making","Written communication","Cross-functional collaboration","Automation mindset"]

Own the end-to-end disputes and chargebacks program for Replit, handling sensitive, policy-driven interactions across the Support organization. You’ll investigate and respond to chargebacks within network deadlines, define the policies and decision trees that govern outcomes, and set metrics to track performance. Partnering with Engineering, Legal, and Finance, you’ll automate evidence gathering and decisioning workflows and build training and escalation paths for frontline support teams.

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FursaFursa
Replit
Replit
2 days ago

Dispute and Chargebacks, Program Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Own the end-to-end disputes and chargebacks program for Replit, handling sensitive, policy-driven interactions across the Support organization. You’ll investigate and respond to chargebacks within network deadlines, define the policies and decision trees that govern outcomes, and set metrics to track performance. Partnering with Engineering, Legal, and Finance, you’ll automate evidence gathering and decisioning workflows and build training and escalation paths for frontline support teams.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Own the full dispute lifecycle: investigate chargebacks and disputes, decide representation, gather evidence, and respond within network deadlines.
  • •Design and maintain policies, decision trees, and SOPs for handling disputes and chargebacks.
  • •Define key metrics and health targets for the disputes program, track performance, and report to leadership.
  • •Monitor chargeback rates and dispute trends to identify drivers of volume and partner with Engineering and Finance on root causes.
  • •Partner with Engineering and Support Operations to automate parts of the workflow and build training, documentation, and escalation paths for support teams.

Pay and Benefits

Salary: USD 161,000 - 212,000 annually
Perks:401kHealth InsuranceDentalVisionLife InsurancePaid LeaveParental LeaveMedical LeaveCaregiver LeaveFlexible TimeHolidaysWellness StipendCommuter BenefitsLearning BudgetReimbursement

Key Requirements

  • •6+ years owning disputes/chargebacks operations, ideally building or significantly leveling up the function.
  • •Deep familiarity with major card network dispute rules and reason codes (Visa, Mastercard, Amex, Discover), including evidence frameworks and network monitoring programs.
  • •Experience building or improving SOPs, playbooks, and workflows in a support/operations environment.
  • •Experience partnering with Engineering to scope and prioritize automation of dispute workflows.
  • •Translate policy/legal requirements into clear, repeatable processes and communicate precisely in high-stakes situations.
Experience:6+ yearsPaymentsFintechSaaSTrust & safetyFraud detection
Skills:JudgmentDecision-makingWritten communicationCross-functional collaborationAutomation mindset
Tech Stack:StripeVisaMastercardAmexDiscoverVDMPVFMPECP

Company Brief

Replit
Provides a browser-based integrated development environment (IDE) and collaborative coding platform that lets developers write, run, and deploy code instantly across many languages and frameworks.
Industry: Developer Tools
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2016
WebsiteLinkedIn