Senior Manager, Disputes Operations

Senior Manager, Disputes Operations

Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members. We provide access to financial solutions that seamlessly work together to solve the needs of our members and enable all Americans to build better financial futures. Based in NYC, our results-driven environment drives us to build better products, grow faster and empower everyone on our team to have an impact on our business and mission to improve financial outcomes.

ABOUT THE ROLE

We’re looking for a Senior Manager, Disputes Operations to join our growing Risk Operations team in New York. In this role, you’ll own the end-to-end disputes function, overseeing day-to-day dispute operations while driving strategy, process improvements, and risk mitigation efforts. You’ll partner closely with Fraud Operations, Compliance, Member Experience, Product, and external partners to ensure disputes are handled accurately, efficiently, and in compliance with Federal Regulations and card network rules.

You’ll be responsible for managing the full dispute lifecycle from intake and investigation through resolution, recovery, and reporting while ensuring adherence to Regulation E, internal SLAs, and quality standards. As a people leader, you’ll coach and develop a team of disputes analysts, set performance expectations, and help scale processes as the business grows.

This role is ideal for someone who combines strong disputes expertise with operational leadership, sound judgment, and a customer-first mindset, and who is excited to build and improve a critical risk function in a fast-paced fintech environment.

RESPONSIBILITIES

Dispute Operations & Risk Management

• Own and oversee the full lifecycle of dispute case handling, ensuring timely, accurate, and compliant resolution
• Ensure disputes are processed in accordance with Regulation E, card network rules, and internal SLAs
• Review and resolve complex, high-risk, or escalated disputes and complaints
• Partner with merchants, networks, and external vendors to pursue recovery opportunities and minimize losses
• Monitor dispute metrics including volumes and aging
• Lead operational readiness for peak periods, volume spikes, and policy or regulatory changes

People Leadership & Team Development

• Manage, coach, and develop a team of Disputes Specialists, including onboarding, training, and ongoing performance management
• Set clear expectations around productivity, quality, and customer experience
• Conduct regular quality reviews and provide actionable feedback to improve accuracy and decision-making
• Foster a collaborative, accountable, and customer-focused team culture

Process Improvement & Cross-Functional Partnership

• Identify trends, root causes, and emerging risks across disputes, fraud, and customer behavior
• Lead initiatives to improve dispute workflows, reduce operational friction, and enhance the member experience
• Partner with Fraud Operations, Compliance, Member Experience, and Product teams to resolve systemic issues and influence upstream fixes
• Contribute to risk strategy discussions, including loss prevention and dispute deflection efforts
• Support vendor and BPO strategy, including performance management and capacity planning where applicable

Reporting & Compliance

• Ensure accurate documentation, audit readiness, and regulatory compliance across dispute operations
• Prepare and share insights, metrics, and recommendations with Risk leadership
• Support audits, exams, and internal reviews related to dispute handling
• Help evolve dispute policies and procedures to align with regulatory guidance and business growth

ABOUT YOU

• 6+ years of experience in disputes, fraud operations, payments, or banking, with deep ownership of dispute workflows
• 3+ years of people leadership experience
• Strong working knowledge of Regulation E and card network dispute rules
• Proven ability to manage escalations and make sound, defensible risk decisions
• Strong analytical skills with the ability to identify tr