Casap is hiring a Head of Disputes & AI Operations

Casap is hiring a Head of Disputes & AI Operations to lead our dispute strategy and ensure our AI-powered workflows deliver exceptional customer outcomes. This role combines deep dispute expertise, operational leadership, and product-oriented thinking to set the standard for dispute excellence in the industry and advance our mission to change the way banks operate by automating disputes and fighting friendly fraud.

What You'll Do

• Own Casap's Dispute Strategy by defining best practices, win-rate targets, and operational benchmarks.
• Lead AI-Driven Optimization by collaborating with Product and Engineering to fine-tune AI models and automate workflows.
• Drive Customer Outcomes at Scale by ensuring every deployment delivers measurable ROI, improved win rates, and reduced costs.
• Build and Lead a High-Impact Team to support dispute analysis, AI tuning, and customer enablement.
• Partner with Customers as a Strategic Advisor to align dispute strategy with business goals and compliance.
• Continuously Improve Performance by monitoring dispute results, identifying trends, and implementing playbooks.
• Shape Product Roadmap by translating customer needs and operational insights into product improvements.
• Represent Casap as an Industry Leader in disputes, automation, and AI-driven operations.

What We're Looking For

• 8+ years of experience in disputes, chargebacks, or fraud operations within banks, fintechs, card networks, or payments providers.
• At least 3 years in a leadership role.
• Deep expertise in dispute resolution processes, card network rules, and chargeback management strategies.
• Proven ability to lead teams, define strategy, and scale operational excellence across multiple customers or regions.
• Experience working with AI, machine learning, or automation platforms in a production environment.
• Strong cross-functional collaboration skills, with the ability to work closely with technical and non-technical teams.
• Analytical mindset with experience using data to measure performance and inform strategy.
• Exceptional communication skills, with the ability to influence executives and inspire teams.