iHerb is hiring a
Sr. Manager

Summary

The Senior Manager of Chargebacks at iHerb leads a team, drives process improvements, and partners with senior management to develop strategies. The ideal candidate should have strong analytical skills, experience in chargeback analysis, and relevant education and experience.

Requirements

• Proven problem solver with strong analytical skills, able to spot non-obvious patterns
• Proven track record of process improvements in fraud /risk management
• Accuracy and attention to detail required. Accountability a must
• Desire to obtain the truth, to dig deeper until it is uncovered, then translate into actionable intelligence
• Ability to manage multiple priorities simultaneously and meet established deadlines
• Ability to identify patterns and formalize complex ideas into simple stories
• Strong interpersonal, verbal, and written communication skills
• Proven ability to work in a fast-paced dynamic environment without compromising customer experience or financial loss
• Solid understanding of fraud and abuse dynamics in online platforms
• Team player, able to inspire and influence others’ behaviors towards company goals

Responsibilities

• Lead a team of high performing associates and supervisors
• Partner with Sr. Director and Directors to develop strategy and execute on actions
• Drive chargeback analysis, identifying and building metrics for KPI reports and dashboards
• Research processor win rates and process changes
• Partner with Senior Management to take ownership of iHerb’s chargeback and dispute policy
• Recommend and execute correct action plans for problematic issues
• Maintain SLA’s and quality of work through coaching and development of team
• Ensure proper allocation of resources to maintain company KPI’s
• Meet with vendors and discuss necessary product changes and enhancements
• Maintain vendor relationships and assist with contracting, renewals, and maintenance

Benefits

• Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs
• Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies
• Employees will enjoy paid holidays throughout the calendar year
• Eligibility requirements for these benefits will be controlled by applicable plan documents
• Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies