Disputes Optimization Consultant

job summary:

We are looking for a Sr. Program Manager with experience as a Disputes Optimization Consultant who has "hands-on implementation support" combined with "program management". This is a remote role supporting a project based engagement for a client of ours.

location: Telecommute

job type: Contract

salary: $60 - 75 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

Key Responsibilities & Deliverables Your primary objective is to execute the full set of "Quick Win" initiatives across three core categories: Performance, Workflow, and Knowledge Management.

1. Performance Optimization:

• Define and implement a bill-pay representment strategy and evidence standards.
• Configure auto-representment for eligible dispute codes using existing systems.
• Develop standardized evidence packages (billing statements, logs, and metadata) to enable recovery.
• Enable tagging for automation failures to support root-cause analysis (RCA).

2. Workflow & Process Engineering:

• Develop a bill-pay dispute decision tree to guide "represent vs. accept" logic.
• Create playbooks for fringe-case research (e.g., PayPal, prepaid scenarios, shipping).
• Produce concise job aids and quick-reference guides for frontline dispute handlers.

3. Knowledge Management & Training:

• Establish a centralized disputes & payments repository to prevent institutional knowledge loss.
• Launch targeted dispute code training (CE/CE3) and document handling rules for telecom-specific MCCs

Program Management Duties

• Planning: Lead initiative-level sequencing and progress tracking across the portfolio.
• Coordination: Serve as the central point of contact between Disputes Operations, Fraud, Payments Operations, Technology, and Data teams.
• Governance: Establish execution cadences, manage risks, and ensure alignment on implementation constraints and change windows.
• Measurement: Define success metrics and measure outcomes against established KPIs to demonstrate early value.

qualifications:

Disputes Expertise: Deep understanding of dispute codes, representment strategies, and payment rule sets.

Implementation Experience: Proven track record of hands-on process updates, documentation, and QA enablement.

Cross-Functional Leadership: Ability to navigate complex organizational structures and coordinate with technical and operational stakeholders.

Analytical Mindset: Experience with root-cause analysis and outcome measurement.

Engagement Phases Mobilization: Confirm scope, success metrics, and access requirements.

Execution: Drive delivery and manage cross-functional dependencies.

Stabilization: Embed changes into daily operations and finalize all training materials.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.



Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.



Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.



We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.