Senior Manager, Chargebacks

Summary

Join our team as a Senior Manager of Chargebacks and drive process improvements in a dynamic environment, leading a high-performing team and partnering with senior management to develop strategy and execute on actions.

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 in a dynamic environment including coaching, developing, and driving a vision for the team
• 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 to monitor and benchmark performance
• Research processor win rates and process changes, both existing and emerging, partnering with all internal teams to drive the optimization and improvement of win rate metrics, internal processes, and tools
• Partner with Senior Management to take ownership of iHerb’s chargeback and dispute policy, collaborating with internal partners to continually adapt and mitigate future trends
• Recommend and execute correct action plans for problematic issues and partner with management to provide solutions with the goal of preventing and avoiding similar situations in the future
• Maintain SLA’s and quality of work through coaching and development of team
• Ensure proper allocation of resources to maintain company KPI’s
• Ability to meet with vendors and discuss necessary product changes and enhancements to suit iHerb’s changing needs
• Maintain vendor relationships and assist with contracting, renewals, and maintenance

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave