Card Disputes Strategic Automation Lead

Location: Global

Team: General

About the Role

Wise is a global technology company revolutionizing how people and businesses move and manage money worldwide with minimal fees, maximum ease, and full speed. As the Card Disputes Strategic Automation Lead in our Operations team, you will oversee the operational aspects of dispute management, driving automation initiatives to boost efficiency, accuracy, resolution speed, and compliance. Bridging product, technical solutions, and daily operations, you'll ensure seamless execution and continuous improvement in handling card disputes and chargebacks. Key to this role is supervising end-to-end dispute processes, implementing automation optimizations, coordinating with product teams and partners like Visa and Mastercard, monitoring queues for bottlenecks, and analyzing data for trends and opportunities. You'll manage escalations, train teams on tools, track KPIs, and lead strategic improvements using Lean, Six Sigma, and advanced automation platforms. Join our diverse, inclusive team in Tallinn or globally, with a competitive salary of €4450-€5600 gross monthly plus RSUs, flexible working, and benefits that support your growth and well-being. Help build the future of money without borders at Wise.

Key Responsibilities

• Supervise the end-to-end dispute resolution process, ensuring timely and accurate processing
• Lead operational efforts to implement and optimize automation solutions for dispute handling, including chargeback process
• Coordinate with product and external partners (schemes) to enhance dispute workflows
• Monitor dispute queues, identify bottlenecks, and implement process improvements
• Ensure compliance with schemes regulations, industry standards, and security protocols
• Manage dispute escalation processes and stakeholder communication
• Provide training, support, and guidance to operational teams on automation tools and best practices
• Analyze dispute data to identify trends, risks, and opportunities for automation
• Develop and track KPIs to measure the efficiency and effectiveness of dispute automation operations

Required Qualifications

• Strong data analysis and reporting skills
• Process mapping and improvement methodologies (e.g., Lean, Six Sigma)
• Experience managing and developing a team responsible for operational automation
• Develop and implement a strategy for continuous improvement in operational automation

Preferred Qualifications

• Good understanding of card dispute lifecycle, chargebacks, and fraud management
• Experience with dispute management platforms and case tracking systems
• Understanding compliance requirements with all card networks (e.g., Visa, Mastercard) regulations and scheme requirements

Required Skills

• Experience with declarative rules engines and business process automation platforms
• Ability to define, configure, and maintain business logic using a domain-specific language
• SQL knowledge to perform data analysis and create reports using BI tools
• Excellent communication and stakeholder management
• Proven problem-solving and decision-making abilities
• Ability to lead cross-functional teams and manage multiple priorities
• Change management skills to drive continuous process improvement

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.