Sr. Manager - Chargebacks

Job Summary: 

The Senior Manager of Chargebacks engages in ongoing written and verbal communication with management and vendors, driving process improvements at the team level. The ideal individual is an independent, critical thinker, with sound judgment, accountability, and the ability to balance short term objectives with long term goals. 

Job Expectations:

• Lead a team of high performing associates and supervisors in a dynamic environment including coaching, developing, and driving a vision for the team. 

• Partner with Sr. Director and Directors to develop strategy and execute on actions.

• Drive chargeback analysis, identifying and building metrics for KPI reports and dashboards to monitor and benchmark performance.

• Research processor win rates and process changes, both existing and emerging, partnering with all internal teams to drive the optimization and improvement of win rate metrics, internal processes, and tools.  

• Partner with Senior Management to take ownership of iHerb’s chargeback and dispute policy, collaborating with internal partners to continually adapt and mitigate future trends. 

• Recommend and execute correct action plans for problematic issues and partner with management to provide solutions with the goal of preventing and avoiding similar situations in the future. 

• Maintain SLA’s and quality of work through coaching and development of team. 

• Ensure proper allocation of resources to maintain company KPI’s.

• Ability to meet with vendors and discuss necessary product changes and enhancements to suit iHerb’s changing needs. 

• Maintain vendor relationships and assist with contracting, renewals, and maintenance.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:

Required:         

• Proven problem solver with strong analytical skills, able to spot non-obvious patterns.

• Proven track record of process improvements in fraud /risk management 

• Accuracy and attention to detail required. Accountability a must

• Desire to obtain the truth, to dig deeper until it is uncovered, then translate into actionable intelligence.

• Ability to manage multiple priorities simultaneously and meet established deadlines.

• Ability to identify patterns and formalize complex ideas into simple stories. 

• Strong interpersonal, verbal, and written communication skills.

• Proven ability to work in a fast-paced dynamic environment without compromising customer experience or financial loss. 

• Solid understanding of fraud and abuse dynamics in online platforms 

• Team player, able to inspire and influence others’ behaviors towards company goals.

Equipment Knowledge:

• Experience with MS Office (Strong Excel skills)

• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred

• CRM tools experience        

• General SQL and Tableau proficiency

• Adyen, Braintree, PayPal, Checkout, JP Morgan and other major processors

• Shopify and ShopPay

Experience Requirements:

Generally requires a minimum of five (5) years in chargeback experience with credit/debit cards investigations, preferably in an e-Commerce environment. Combination of experience and education may be used to fulfill requirements.

Education Requirements: 

Bachelor’s Degree in related field of Business, Accounting, Finance, Analytics, Statistics, Banking etc. preferred or a combination of education and experience.

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