Associate Director, Fraud and Disputes Operations

Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office.

About the role

The Customer Experience team is focused on providing Zip customers 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 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, analyzing business performance, 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 to improve 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.

Responsibilities

• 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 with 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.

Requirements

• 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 skills.
• 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.

Benefits

• 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.

Pay

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 individual considerations, the total compensation package may also include bonus and/or commission awards, in addition to a full range of medical, financial, and/or other benefits.