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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The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc. iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.
Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.
Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
For more information on iHerb benefits, visit us at iHerbBenefits.com.
Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.
We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity
iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.
