About this role
The VP, Dispute Client Experience role owns the end-to-end disputes client journey at Velera. The leader defines service strategy, service standards, and escalation and resolution practices while managing teams responsible for client tickets and complex dispute navigation.
Key Responsibilities
- Own and evolve disputes client experience strategy
- Establish service standards for dispute interactions including tone, responsiveness, transparency and escalation management
- Serve as executive sponsor for complex escalated client disputes
- Lead teams managing client tickets, communications, and ongoing dispute discussions
- Partner cross-functionally to identify pain points and drive sustainable experience improvements
Technical Overview
This role is not a technical engineering position. The work is focused on disputes lifecycle management, experience design, and continuous improvement across Disputes Operations and partner teams.
Ideal Candidate
The ideal candidate is an executive leader with deep experience owning an end-to-end client disputes journey, including intake, communication, escalation, and resolution. They should be strong at setting dispute service standards, leading dispute operations teams, and driving continuous improvement through experience design and stakeholder partnership.
Must-Have Skills
Define and lead the end-to-end client facing disputes experienceOwn how clients experience dispute intakecommunicationescalation and resolutionBe the senior executive accountable for client trusttransparency and advocacy throughout the disputes lifecycleLead teams responsible for incoming client ticketsongoing client discussions and complex issue navigationAct as the voice of the client within the Disputes organizationTranslate needs into service strategyexperience design and continuous improvement initiatives
Required Skills
End-to-end client experiencedispute intakedispute communicationdispute escalation managementdispute resolutionservice standardsclient ticketsexperience designcontinuous improvementstakeholder partnershipescalation management
Hard Skills
End-to-end client experienceDispute intakeDispute communicationDispute escalation managementDispute resolutionClient tickets managementClient discussions managementComplex issue navigationService standards definitionService strategyExperience designContinuous improvement initiativesStakeholder partnershipRisk identificationReporting client experience themes to senior and executive managementEmotional intelligence coaching
Soft Skills
Client trust buildingClient transparency communicationClient advocacyLeadershipCoaching culture developmentEmpathetic and timely resolutionConsultative problem-solvingHandling difficult conversationsManaging ambiguityStrong relationship managementCross-functional collaborationThoughtful sponsorship of escalated disputes
Keywords for Your Resume
VPDisputes Client ExperienceVice Presidentclient experiencedisputes client experiencedispute intakedispute communicationdispute escalationdispute resolutionclient ticketsclient communicationscomplex issue navigationservice standardsescalation managementclient-first mindsetemotional intelligenceconsultative problem-solvingexperience designcontinuous improvementstakeholdersclient advocacyclient trusttransparentescalated client dispute
Deal Breakers
Must have owned end-to-end disputes client experience (intake, communication, escalation, resolution), Must be able to lead teams handling client tickets and escalations
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