Manager, Disputes, Chargebacks and Partner Performance

You will manage disputes and chargebacks operations across BPO partners, using performance data to identify trends and improve KPIs, SLAs, case aging, routing, and cardholder outcomes. You will define quality standards, support regulatory compliance, implement technology and AI improvements, resolve escalated cases, coach staff, manage stakeholders, and support new program launches and procedure changes.

Responsibilities

• Manage operational success across multiple BPO programs and products
• Build effective relationships with BPO site leadership
• Monitor and analyze disputes and chargebacks KPIs metrics case aging and provisional credit timelines
• Identify process gaps and implement scalable operational improvements
• Improve case routing workflows and cardholder resolution outcomes
• Define quality standards and support compliance with Reg E Reg Z network rules and regulatory requirements
• Drive enhancements to case management routing CRM and AI tooling
• Motivate and coach staff to improve performance
• Resolve complex cardholder disputes and high-risk chargeback cases
• Collaborate with program stakeholders to improve cardholder experience
• Support new program launches and disputes procedure changes

Requirements

• 7+ years of disputes and chargebacks operations experience or equivalent BPO experience
• Strong interpersonal verbal presentation written and email communication skills
• Track record of creating and executing strategic operational efficiencies
• Ability to improve cardholder satisfaction and resolution outcomes through people processes or technology
• Ability to influence and manage internal and external stakeholders in high-compliance environments
• Experience using data for insights and operational improvement including case aging analysis and regulatory error rate monitoring
• Technical proficiency with Google Suite disputes case management platforms Salesforce Slack Snowflake AI and analytical tools
• Knowledge of fintech banking or payments with issuer-side dispute processing under Reg E and/or Reg Z
• Ability to manage competing priorities in a high-volume time-sensitive environment
• Sound judgment and decision-making across regulatory and operational scenarios
• Ability to travel globally
• Knowledge of Visa Mastercard Pulse and Maestro chargeback rules is preferred
• Experience managing BPO dispute operations at scale is preferred
• Documentation skills for dispute procedures are preferred
• Experience implementing case routing prioritization and escalation frameworks is preferred
• Experience integrating AI into BPO dispute operations is preferred

Benefits

• Annual bonuses for eligible employees
• Multiple health insurance options
• Flexible time off
• Retirement savings program with company contributions and after-tax contributions
• Equity in a publicly traded company
• Employee Stock Purchase Program
• Family-forming benefits and fertility support
• Up to 20 weeks of parental leave
• Free therapy sessions
• Financial and professional coaching
• Legal advice
• Monthly remote work stipend
• Annual development dollars
• Flexible work from home or a company office