Senior Dispute Analyst

Lithic is the modern card issuing and processing platform empowering ambitious financial companies to build the future of payments.

Our infrastructure powers card programs for 100+ innovative clients, from fintechs reimagining credit and digital banking to platforms transforming disbursements and spend management. Companies like Mercury, Flex, and Novo rely on Lithic's developer-friendly APIs, direct network connections, and flawless reconciliation to launch and scale card programs in weeks, not years.

We're building a future where access to better financial products materially improves people's lives, free from the constraints of 30-year-old mainframes and legacy processors. We're proud to be backed by world-class investors who share that vision, including Bessemer Venture Partners, Index Ventures, Spark Capital, Stripes, and Mastercard, along with many others.

We're a team of 170+ across 26 states and 7 countries, headquartered in New York City.

Our Risk & Compliance team is hiring a Dispute Program Manager to own and continuously improve the full disputes lifecycle at Lithic: intake, investigation, chargeback processing, and resolution. You will own the SOPs that govern each stage, the metrics that measure them, and the process improvements that keep the program defensible to our partner banks, the card networks, and regulators.

This is an AI-forward role. Lithic is deploying agentic investigation tooling across the disputes lifecycle, and this role owns the build: testing, deployment, and ongoing tuning of those agentic solutions so that routine, documented volume is absorbed by automation while you own the complex, judgment-heavy exceptions the tooling escalates. You will be the person who converts tooling into realized capacity through context documentation, skill orchestration, and training. This role operates with limited guidance and owns its programs end to end. It is sized for ownership, orchestration, and exception handling rather than steady-state queue processing.

What You’ll Do:

• Own the end-to-end disputes lifecycle: intake, investigation, chargeback processing, and dispute resolution.
• Author, maintain, and continuously improve the dispute SOPs across every stage, ensuring content reflects current consumer protection regulations, network dispute rules, and operational realities.
• Test, deploy, and tune agentic investigation solutions across the disputes workflow, including skill orchestration, arbitration automation, and automation tuning, to compress per-case handling time without sacrificing quality.
• Document investigative context and develop the skills and prompts that allow agentic tooling to handle routine filing, statement generation, and representment volume.
• Handle complex dispute scenarios, edge cases, and pre-arbitration and arbitration exceptions where outcomes depend on judgment and argumentation.
• Develop and optimize representment strategies; analyze dispute trends to identify root causes and drive process improvements.
• Define and report the KPIs and KRIs for the disputes program, and produce actionable insights by synthesizing operational trends and program performance data.
• Serve as the interface to any business process outsourcing relationship
• Partner with Product and Engineering to frame dispute requirements as enablers and to inform the roadmap for investigation tooling.
• Mentor junior analysts and contribute to training on dispute handling, chargeback processing, and the investigation tooling.

What You'll Need:

• Deep, hands-on experience managing card disputes and chargebacks, with strong knowledge of consumer protection regulations and card network dispute rules across the chargeback and representment lifecycle.
• A track record of owning discrete risk or operations programs end to end with limited guidance, including authoring the SOPs and defining the metrics that govern them.
• Demonstrated judgment on complex disputes, edge cases, and pre-arbitration and arbitration scenarios.
• Comfort building, testing, and tuning automation or AI-assisted workflows, or strong enthusiasm to own agentic tooling and translate it into operational capacity.
• Strong analytical skills: able to synthesize operational and program performance data into trends, root cause analysis, and actionable insight.
• Excellent communication with internal stakeholders, partner banks, and, where relevant, regulators, with the ability to frame requirements as enablers rather than blockers.
• A bias toward ownership and iterative improvement, and the judgment to know which cases automation should close and which require a human

Nice to Have

• Experience at a fintech, card issuer, processor, or sponsor bank.
• Familiarity with dispute and case management tooling and with SQL for dispute trend analysis.
• Experience standing up or tuning agentic or LLM-based investigation workflows.
• Experience managing a BPO or outsourced operations relationship.

Base Salary: $65,000 - $110,000

This is a remote position. However, candidates must be located in the United States. We do not offer visa sponsorship or assistance.