About the Role
Lead the strategy and execution of dispute management while scaling AI operations to enhance efficiency and decision accuracy across platforms.
Responsibilities
- Direct the end-to-end dispute resolution lifecycle, ensuring timely and accurate outcomes
- Develop operational frameworks for handling high-volume customer and transaction disputes
- Oversee AI model performance in dispute classification and decision support
- Collaborate with engineering teams to refine AI tools used in operational workflows
- Establish key performance indicators for dispute resolution efficiency and success rates
- Ensure compliance with regulatory standards in all dispute handling procedures
- Lead root cause analysis to reduce recurrence of common dispute types
- Manage a team of operations specialists and dispute analysts
- Coordinate with legal and compliance departments on escalated cases
- Implement scalable processes to support growing transaction volumes
- Drive automation initiatives to minimize manual intervention in dispute handling
- Monitor AI system accuracy and recommend model retraining when necessary
- Optimize workflows to reduce resolution time without sacrificing quality
- Develop training materials for internal teams on dispute policies and AI tools
- Report regularly to executive leadership on operational metrics and risks
- Foster a culture of accountability and continuous improvement within the team
- Evaluate third-party dispute resolution platforms for integration opportunities
- Lead incident response for systemic dispute issues or AI errors
- Ensure data integrity and audit readiness in all dispute records
- Balance customer fairness with business risk in resolution protocols
Nice to Have
- Advanced degree in law, business, or data science
- Direct experience managing AI operations teams
- Background in financial services regulation
- Prior leadership in tech-driven legal or compliance environments
- Hands-on experience with natural language processing systems
- Published work or speaking engagements in AI or dispute management
- International dispute resolution experience
- Knowledge of blockchain-based transaction systems
- Experience with real-time decisioning platforms
- Leadership in diversity and inclusion initiatives within teams
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexibility for remote operations
Team
Cross-functional team focused on operational integrity and AI-driven solutions
Technology Stack
- Utilizes machine learning models for dispute categorization and risk scoring
- Operates on cloud-based infrastructure with real-time data pipelines
- Integrates with case management and workflow automation platforms
- Employs NLP for analyzing dispute evidence and user communications
- Leverages dashboards for live monitoring of dispute volumes and AI performance
Growth Opportunities
- Position is central to scaling AI-driven decision systems
- Opportunity to shape long-term operational strategy
- Direct influence on product development based on dispute insights
- Pathway to executive leadership in AI governance
- Access to innovation labs for piloting new dispute resolution methods
Available for qualified candidates
