[Hiring] Senior Dispute Analyst @Lithic

Role Description

Our Risk & Compliance team is hiring a Dispute Program Manager to own and continuously improve the full disputes lifecycle at Lithic: intake, investigation, chargeback processing, and resolution. You will own the SOPs that govern each stage, the metrics that measure them, and the process improvements that keep the program defensible to our partner banks, the card networks, and regulators.

This is an AI-forward role. Lithic is deploying agentic investigation tooling across the disputes lifecycle, and this role owns the build: testing, deployment, and ongoing tuning of those agentic solutions so that routine, documented volume is absorbed by automation while you own the complex, judgment-heavy exceptions the tooling escalates. You will be the person who converts tooling into realized capacity through context documentation, skill orchestration, and training. This role operates with limited guidance and owns its programs end to end. It is sized for ownership, orchestration, and exception handling rather than steady-state queue processing.

• Own the end-to-end disputes lifecycle: intake, investigation, chargeback processing, and dispute resolution.
• Author, maintain, and continuously improve the dispute SOPs across every stage, ensuring content reflects current consumer protection regulations, network dispute rules, and operational realities.
• Test, deploy, and tune agentic investigation solutions across the disputes workflow, including skill orchestration, arbitration automation, and automation tuning, to compress per-case handling time without sacrificing quality.
• Document investigative context and develop the skills and prompts that allow agentic tooling to handle routine filing, statement generation, and representment volume.
• Handle complex dispute scenarios, edge cases, and pre-arbitration and arbitration exceptions where outcomes depend on judgment and argumentation.
• Develop and optimize representment strategies; analyze dispute trends to identify root causes and drive process improvements.
• Define and report the KPIs and KRIs for the disputes program, and produce actionable insights by synthesizing operational trends and program performance data.
• Serve as the interface to any business process outsourcing relationship.
• Partner with Product and Engineering to frame dispute requirements as enablers and to inform the roadmap for investigation tooling.
• Mentor junior analysts and contribute to training on dispute handling, chargeback processing, and the investigation tooling.

Qualifications

• Deep, hands-on experience managing card disputes and chargebacks, with strong knowledge of consumer protection regulations and card network dispute rules across the chargeback and representment lifecycle.
• A track record of owning discrete risk or operations programs end to end with limited guidance, including authoring the SOPs and defining the metrics that govern them.
• Demonstrated judgment on complex disputes, edge cases, and pre-arbitration and arbitration scenarios.
• Comfort building, testing, and tuning automation or AI-assisted workflows, or strong enthusiasm to own agentic tooling and translate it into operational capacity.
• Strong analytical skills: able to synthesize operational and program performance data into trends, root cause analysis, and actionable insight.
• Excellent communication with internal stakeholders, partner banks, and, where relevant, regulators, with the ability to frame requirements as enablers rather than blockers.
• A bias toward ownership and iterative improvement, and the judgment to know which cases automation should close and which require a human.

Nice to Have

• Experience at a fintech, card issuer, processor, or sponsor bank.
• Familiarity with dispute and case management tooling and with SQL for dispute trend analysis.
• Experience standing up or tuning agentic or LLM-based investigation workflows.
• Experience managing a BPO or outsourced operations relationship.

Requirements

Base Salary: $65,000 - $110,000

This is a remote position. However, candidates must be located in the United States. We do not offer visa sponsorship or assistance.

Benefits

• Unlimited PTO
• 12-weeks fully paid parental leave
• 4-Week Fully Paid Sabbatical (earned at your 5-year anniversary)
• Work From Anywhere: work from anywhere in the world 4-weeks each year
• 3% cashback on card purchases with your complimentary Privacy.com employee account
• Health, vision, and dental insurance; HSA Contribution Match
• 401(k) match
• Voluntary Life Insurance and STD/LTD
• NYC-based employees work from our SoHo office three days a week. Tuesdays and Thursdays are our core days, and you'll choose a third day that works for your schedule and team needs.
• In-office employees receive:
  • Commuter benefit
  • Catered lunch every Tuesday and Thursday