Senior Manager, Disputes, Chargebacks, Partner Performance

This is a fully remote position, open to applicants in United States.

📋 Description

• Leverage data-driven insights, technology, and strategic partnerships to transform customer support into a competitive advantage.

• Oversee the operational success of various programs across multiple products by fostering relationships with BPO site leadership.

• Track and assess disputes and chargebacks data, including KPIs, metrics, case aging volumes, and provisional credit timelines.

• Detect operational deficiencies and implement scalable solutions aimed at enhancing efficiency, case routing, workflows, and cardholder resolution outcomes.

• Establish quality standards and work collaboratively with QA, Compliance, and Complaints teams on Reg E, Reg Z, network regulations, and adherence to regulatory requirements.

• Propel enhancements utilizing tools and AI across disputes case management, routing infrastructure, and CRM systems.

• Inspire staff, provide coaching, and foster a high-performing culture in disputes and chargebacks.

• Address complex cardholder disputes and manage high-risk chargeback cases.

• Develop relationships with program stakeholders to enhance cardholder experience and operational efficiency.

• Assist in the launch of new programs and disputes procedures.

• Report directly to Lisa Valles, Senior Director of Dispute Operations.

⛳️ Requirements

• A minimum of 7 years experience in Disputes & Chargebacks Operations, or equivalent experience in the BPO sector or management of BPOs in a disputes or financial crimes context.

• Excellent communication skills, including interpersonal, verbal, presentation, written, and email proficiency.

• Proven ability to create and implement strategic operational efficiencies.

• Capability to enhance cardholder satisfaction and resolution outcomes through people, processes, or technology.

• Proficient in influencing and managing internal and external stakeholders in high-compliance environments.

• Experience in using data to generate insights and recommend changes, including case aging analysis and regulatory error rate monitoring.

• Technical proficiency with Google Suite, disputes case management platforms, Salesforce, Slack, Snowflake, AI, and other analytical tools.

• Knowledge of fintech, banking, or payments, particularly regarding issuer-side dispute processing under Reg E and/or Reg Z.

• A positive attitude, adaptability, resourcefulness, and the capability to work effectively as part of a team.

• Detail-oriented, organized, and able to juggle competing priorities in a fast-paced, high-volume environment.

• Strong judgment and decision-making capabilities across various regulatory and operational scenarios.

• Willingness to travel globally.

• Familiarity with payment network chargeback rules (Visa, Mastercard, Pulse, Maestro) is advantageous.

• Network Certification is a plus.

• Experience overseeing large-scale BPO dispute operations, including provisional credit workflows and compliance with resolution notices.

• Proficient in documentation for internal and external dispute procedure guides.

• Experienced in implementing and scaling disputes case routing and prioritization frameworks, including tiered escalation queues.

• Background in integrating AI solutions into BPO dispute operations.

🏝️ Benefits

• Various health insurance options available.

• Flexible time off policy – take what you need.

• Retirement savings program with company contributions and after-tax contributions.

• Equity in a publicly traded company along with an Employee Stock Purchase Program.

• Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave.

• Free therapy sessions, financial and professional coaching, and legal assistance.

• Monthly stipend to support our remote work model.

• Annual "development dollars" to foster personal growth and development.

• Freedom to live and work in locations that best suit you and your family.

• Annual bonuses available for eligible employees.