Operations Enablement Manager (Disputes Management)

About This RoleAI processing…

Key Responsibilities

• 1
  Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• 2
  Define Program Roadmaps: Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.
• 3
  Partner for Impact: Collaborate closely with senior leaders and cross-functional partners across Product, Engineering, and Operations to align priorities and deliver measurable business outcomes.
• 4
  Drive Stakeholder Engagement: Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact.
• 5
  Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies; propose data-backed solutions; and drive resolution in partnership with stakeholders.
• 6
  Lead Operational Excellence: Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance.
• 7
  Own Change End-to-End: Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement—ensuring meaningful impact for customers and the business.
• 8
  Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• 9
  Elevate Knowledge Management : Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
• 10
  Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.
• 11
  Own Learning & Training Strategy : Oversee end-to-end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops.
• 12
  Collaborate on Experience Improvements: Partner with Product and Engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.
• 13
  Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

Requirements

• 7+ years of experience in program management or product operations, preferably within large-scale or global operations.
• 3+ years of experience at a fintech or financial institution, including 3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Have a deep understanding of dispute management rules, response codes, and recommended response data.
• Certification in Six Sigma, Project Management or Design Thinking.
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
• Strong skills in strategic planning, issue/risk management and cross-functional execution.
• Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders.
• Proficiency in process mapping and workflow analysis.
• Proven experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency.
• Experience building workflows within a regulatory environment.

Perks & Benefits