Associate Director, Fraud and Disputes Operations

• Customer Experience Operations leader who specializes in Fraud and Disputes operations driving strategy/implementation of fraud and disputes investigation and resolution process
• Ensures the integrity and security of our customer transactions while enhancing customer trust and satisfaction
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office

Start your adventure with Zip

The Customer Experience team is focused on providing the Zip customer the best experience by resolving their inquiries quickly and efficiently in their preferred channel of communication. The team is integral to maintaining and enhancing customer satisfaction and loyalty, and it includes several specialized sub-teams: CX Operations Strategy, CX Platforms & Automation, CX Optimization and Fraud Operations. Each sub-team plays a critical role in delivering exceptional customer experiences by managing day-to-day operations, fostering community engagement, analyzing business performance, providing training and quality assurance, and ensuring smooth contact center operations.

As a leader in the Fraud and Disputes Operations team at Zip, you will develop and implement strategies to investigate and resolve fraud cases and chargebacks, ensuring compliance with regulatory requirements. You will oversee daily fraud and disputes operations, manage resources, and collaborate with fraud strategy teams on rules, systems and tools being implemented to improve our fraud monitoring and mitigation. Additionally, you will use data analytics to monitor trends, identify process improvements, and provide insights to enhance fraud and disputes management while working closely with cross-functional teams and external partners.

Interesting problems you’ll get to solve

• Lead and develop managers responsible for Fraud Operations and Disputes Operations, fostering a culture of accountability, operational excellence, and customer-centric decision making.
• Define and execute the operational strategy for fraud investigations and disputes management in alignment with business objectives, risk appetite, and customer experience goals.
• Partner cross-functionally with Fraud Strategy, Compliance, Product, Finance, and Customer Experience teams to operationalize fraud and dispute programs and initiatives.
• Drive workforce planning, organizational development, and operational readiness to support business growth.

Fraud Operations:

• Oversee fraud investigation operations, ensuring effective processes, tooling, staffing, and service level performance.
• Partner with Fraud Strategy teams to operationalize fraud controls and adapt investigation processes to emerging fraud trends and policy changes.
• Monitor operational performance and fraud trends to identify opportunities to reduce losses, improve efficiency, and enhance customer outcomes.

Chargeback and Disputes (Reg Z) Management:

• Provide leadership and oversight for customer disputes and chargeback operations, ensuring timely, accurate, and compliant resolution of cases.
• Drive improvements in recovery rates, chargeback win rates, operational efficiency, and customer experience.
• Ensure compliance with applicable regulatory requirements, including Regulation Z and card network rules.

Operational Excellence, Risk and Compliance:

• Lead continuous improvement initiatives, including automation, process optimization, and tooling enhancements.
• Maintain policies, procedures, and operational controls to support effective fraud and disputes management, and ensure alignment to organization-wide policies.
• Partner with Compliance, Legal, and Risk teams to support audits, regulatory reviews, and risk mitigation efforts.

Reporting & Stakeholder Management

• Own performance against key operational metrics, including service levels, quality, fraud loss mitigation, recovery rates, and customer satisfaction.
• Provide regular reporting and insights to senior leadership on operational performance, emerging risks, and improvement opportunities.
• Serve as a key stakeholder across internal teams and external partners, including banks, payment processors, and vendors, to ensure effective fraud and disputes management.

What you’ll bring to the team

• 8+ years of experience managing Fraud Operations in a fast-paced environment preferably in financial services
• Experience with card disputes, chargebacks, Reg Z, Reg E and card network rules
• Experience scaling operations in fintech, payments, banking or BNPL
• Strong analytical and data-driven decision making
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and with external partners.
• Knowledge of regulatory requirements and industry standards related to fraud and disputes.
• Experience with fraud detection technologies, data analytics, and machine learning models.
• Bachelor's degree in Customer Science, Information Technology, Business Administration or a related field, or equivalent experience
• Experience leading and mentoring a team
• Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game.

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly.

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• Unlimited PTO
• Generous paid parental leave
• Leading family support policies
• Company-sponsored 401k match
• Learning and wellness subscription stipend
• Beautiful Union Square office with a casual dress code
• Industry-leading, employer-sponsored insurance for you and your dependents, with several 100% Zip-covered choices available

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $117,000 - $145,000. This range reflects our US national compensation band (USN). Additional premium percentages may apply based on our tiered premium strategy.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or commission awards, in addition to a full range of medical, financial, and/or other benefits.

*Please note that visa sponsorship is not available for this position.

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centered products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants. We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms. Zip participates in the federal government’s E-Verify program. #LI-Remote

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