Global Product Operations Automation Lead (Merchant Chargeback and Investigations)

Were looking for a Global Product Operations Automation Lead (Merchant Chargeback and Investigations) to join our team in the Tallinn office. This role is a unique opportunity to have an impact on Wises mission grow as a leader of our Operations teams and help save millions more people money. 

Your mission: 

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the worlds first platform to offer true multi-currency banking. Your mission is to develop a strong Operations team and support specialists on their personal growth paths.

Heres how youll be contributing to the Operations Team:

• Strategy & Performance: Drive operational excellence and meet ambitious goals for fund recovery and reducing customer escalations.

• Process Automation: Champion projects to optimize workflows integrate automation tools and minimize manual workload for risk reviews.

• Risk Governance: Ensure 100% compliance with audit findings and establish key risk indicators (KRIs) for card payment losses.

• Quality Assurance: Develop and implement a comprehensive QA framework for all card dispute defenses and merchant risk reviews.

• Operational Leadership: Manage backlogs lead hiring/training and serve as the final escalation point for complex merchant risk cases.

• Stakeholder Collaboration: Partner with Risk Product and Engineering teams on high-impact initiatives to drive sustainable growth.

• Data-Driven Decisions: Analyze trends in chargebacks and due diligence to identify gaps propose solutions and improve defense rates.

• Team Development: Lead mentor and prioritize the work of specialists to ensure efficient and high-quality operational delivery

This role will give you the opportunity to: 

• Make an Impact - Youll help drive the definition of our goals and vision while increasing the efficiency of the operations team and dreaming big driving us towards Mission Zero!

• Inspire Teams - Youll fuel the revolution with your ideas knowledge self-starter attitude and customer insight which youll use to work with product development engineers and other operational teams to help solve our customers problems!

• Develop Wisers - Youll scale culture and help to create a positive and motivating work environment for our Wisers. Youll ensure the health and productivity of the specialists within your teams by helping to set the right culture and implement the right approaches. We dont believe in drama only good Karma!

• Work Globally - Youll work closely with internal and external partners and help to figure out ways to make our customers lives better. Youll also occasionally travel to work and learn with our teams in other locations! 

Qualifications :

About you: 

• Youre eligible to work in Estonia we dont support visa (including residency permits) for this role

• You have at least 1 year of leadership experience - background in fincrime is a nice to have.

• You have experience working with internal and external partners to optimize processes 

• You are KPI and SLA driven - you are able to develop metrics and report against them.

• You have experience and skills in project management.

• You drive to make things happen instead of wondering why things happened.

• You place customers first and you make no compromise on this.

• Youre a strong communicator with both internal and external stakeholders straight up and honest. You can adapt your communication style to different audiences. Youre able to persuade others and you arent afraid to challenge something when you need to.

• You know how to use data to prioritise tasks that have the most value-add to customers and measure the impact.

• Youre comfortable working within teams that face complex issues and take charge in difficult situations.

• You enjoy creating an inspiring team environment where ideas are shared and openness is valued. Youre comfortable and composed when either giving or receiving feedback.

• You have a passion for technology customer experience and you want your work to have a positive impact on people.

• Youre a great relationship builder experienced at working closely with external partners as well as product development teams including product managers and engineers.

• Your curiosity has no limit and this is your guiding light. You have the self-awareness to recognise areas you dont know and the humility to learn. 

Additional Information :

What do we offer: 

• Starting salary: 3400 EUR Tallinn 

• Company Restricted Stock Units

• Numerous great benefits in our Tallinn office 

Key benefits:

• Flexible working - whether its working from home school plays or life admin we get that flexibility is essential and youre trusted to do the right thing and be responsible

• Paid annual holiday sick days parental leave and other leave opportunities

• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time