Dispute Resolution Manager

Role summary

The Dispute Resolution Manager will lead the operational function responsible for handling service disputes, partner disagreements, transactional conflicts, and related escalations across the TeamZoro platform. This role owns case standards, resolution quality, escalation discipline, and the reporting structures that support fair and consistent outcomes.

This is a management role for someone with strong judgment, careful documentation habits, and the ability to balance customer experience with platform discipline. The role requires calm review of complex cases, coordination across internal stakeholders, and the ability to improve workflows where recurring disputes reveal structural weaknesses.

Responsibilities

• Lead the dispute resolution function across customer, provider, merchant, and platform-related cases.
• Manage dispute resolution staff or case workflows against turnaround, fairness, and documentation standards.
• Review complex or escalated cases and guide final recommendations or outcome paths where required.
• Build and maintain SOPs for case intake, evidence handling, review, escalation, and closure.
• Coordinate with support, trust and safety, finance, legal, and operations leadership on dispute-related matters.
• Track dispute volume, root causes, outcome patterns, and repeat issue categories using structured reporting.
• Identify operational or product weaknesses surfaced through dispute patterns and support corrective action planning.
• Maintain disciplined records suitable for internal review, customer communication, and policy consistency.

Required qualifications

• Bachelor's degree in business, law, management, communications, or a related discipline.
• 5+ years of experience in dispute resolution, escalations, complaints handling, case operations, or service recovery.
• 2+ years of people management or case-operations leadership experience.
• Strong judgment and the ability to assess nuanced cases fairly and consistently.
• Strong writing, documentation, and stakeholder communication skills.
• Strong written and verbal communication skills in English.

Preferred experience

• Experience in digital platforms, fintech, or service-led businesses with complex escalations.
• Exposure to refunds, claims review, policy enforcement, or complaint governance.
• Experience working with legal, finance, or trust and safety teams on sensitive cases.
• Experience improving case workflows or escalation frameworks.

Skills

• Dispute resolution
• Case management
• Escalation handling
• Decision quality
• Operational reporting
• Stakeholder communication
• Documentation discipline
• Process improvement

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Exposure to high-importance operational decisions across customers, partners, and platform operations.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of case handling, service recovery, dispute frameworks, or escalation management outcomes where possible. Shortlisted candidates will be contacted for the next stage.