Chargeback Analyst

Stitch Fix (NASDAQ: SFIX) is the leading online personal styling service that helps people discover the styles they will love that fit perfectly so they always look - and feel - their best. Few things are more personal than getting dressed, but finding clothing that fits and looks great can be a challenge. Stitch Fix solves that problem. By pairing expert stylists with best-in-class AI and recommendation algorithms, the company leverages its assortment of exclusive and national brands to meet each client's individual tastes and needs, making it convenient for clients to express their personal style without having to spend hours in stores or sifting through endless choices online. Stitch Fix, which was founded in 2011, is headquartered in San Francisco.

We are looking for a Vendor Compliance Analyst to join the Stitch Fix Operations Team to be the first point of contact for all vendor-related operational questions and independently own all facets of our Vendor Chargeback Program including data production and management, system development and upkeep, process development, and regular trend reporting forecasting.

The Chargeback Analyst will become an expert on our Vendor Manual requirements and manage all internal and external questions on our operational processes, best practices, and related chargebacks. They will be responsible for gathering and scrubbing chargeback data via multiple systems including our our third-party data automation platform, ensuring accurate invoicing on a monthly cadence in partnership with Accounts Payable, and tracking negotiations and related invoice updates to ensure they are accurately reflected. They will own all historical chargeback data to ensure accuracy and ease of use to inform trends and business decisions. The Analyst will need to work cross-functionally to problem-solve, think creatively, and consistently look for opportunities to update and optimize processes across all related workstreams. As our network of warehouses are responsible for significant chargeback volume, the Chargeback Analyst will need to build deep partnerships with our sites and drive optimization and compliance with metrics, ensuring volume targets are reached each month.

Reporting to the Manager of Vendor Operations they will work closely with other members of the team, cross-functional business partners, vendors, and employees in our warehouses located across the country. We're looking for someone who can work independently, is a seasoned Excel user, has exceptional written and verbal communication, excellent judgment, strong problem-solving skills, a keen eye for process development, and takes pride in ensuring that our Stitch Fix policies and requirements are upheld.

• Fully own the chargeback program with an annual revenue of roughly $4M and over 500+ vendors
• Work cross-functionally with Buying, AP, and our network of warehouses to ensure the chargeback process is effective, optimized, and accurate; Own documentation and SOPs to reflect current protocols to ensure alignment
• Become an expert in our third-party chargeback data automation platform to maintain and optimize automated workflows for accuracy and efficacy, and maintain an efficient and cohesive end-to-end process
• Independently drive chargeback data gathering and scrubbing, ensuring accuracy of chargeback invoices and resources (e.g. invoice keys); Ensure proper paperwork is reflected in vendor profiles for external visibility
• Lead the monthly chargeback dispute process, working with our warehouses and buying teams to assess the validity of a vendor’s chargeback dispute and determine the appropriate outcome. Track all waived charges real-time and ensure updates are made accurately in partnership with AP; Minimize disputes by focusing on process alignment and upfront accuracy with partners
• Maintain all historical chargeback data ensuring cleanliness and validity; Develop and maintain analytical dashboards to inform monthly and quarterly business reports and trend reporting; Evolve to match the changing business needs
• Own budgeting and forecasting for chargeback volume and revenue
• Act as the subject matter expert on our vendor requirements and vendor compliance program and be the central point of contact for internal and external partners for questions and concerns including operational queries and challenges with shipping and delivery
• Champion the chargeback program success in our warehouses by developing, tracking, and upholding submission volume goals; Report out on metrics on a monthly basis to ensure compliance and develop and deliver targeted strategies, recommendations, and resources to support hitting metric goals
• Independently drive warehouse partnership through regular 1:1 meetings and touchpoints
• Optimize warehouse chargeback submission process across our network of warehouses through process improvements, standardization, training, alignment, and SOPs
• Complete regular ad-hoc projects as needed to support the Vendor Operations Team and our partners
• Work consistently to identify and execute on efficiency unlocks and streamline processes wherever possible

• You have 3-5year(s) of relevant work experience in operations with a heavy focus on vendor management, data analysis, and process improvement
• You are data obsessed and take pride in data accuracy and analysis
• You have excellent Excel skills, including designing and apply advanced Excel and Googlesheet formulas to automate data management and flows
• You use graphs, infographics and other methods to visualize data, and can create and upkeep dashboards to regularly surface necessary metrics and trends to inform business decisions
• You’re able to budget, forecast, and establish KPIs to measure the effectiveness of business decisions
• You thrive working in a collaborative, cross-functional environment, are dedicated to building business partnerships, and do not shy away from tough conversations
• You have a keen eye for optimization opportunities and are constantly striving to improve processes, think creatively, and reinvent ways of working working to support the evolving business
• You have excellent judgment and the ability to review and consider all sides of an issue
• You feel comfortable negotiating and take pride in upholding rules and requirements while maintaining partnership
• You have great interpersonal and written and verbal communication skills.
• You are extremely detail-oriented and organized
• You possess strong troubleshooting and problem-solving skills.
• You work well in a demanding, fast-paced environment and can manage competing priorities
• You’re highly self-motivated, scrappy, and have a stellar work ethic.

• We are a group of bright, kind people who are motivated by challenge. We value integrity, innovation and trust. You’ll bring these characteristics to life in everything you do at Stitch Fix.
• We cultivate a community of diverse perspectives— all voices are heard and valued.
• We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail.
• We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
• We boldly create the future while keeping equity and sustainability at the center of all that we do.
• We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful impact.
• We offer comprehensive compensation packages and inclusive health and wellness benefits.