Manager, Disputes, Chargebacks and Partner Performance
Accountabilities: The Manager, Disputes, Chargebacks and Partner Performance will own the operational strategy, performance management, and continuous improvement of dispute resolution processes. This role requires a strong combination of analytical expertise, partner leadership, and operational execution to ensure exceptional outcomes for customers and business stakeholders.
Develop and execute performance strategies that improve dispute and chargeback operations, customer satisfaction, and operational efficiency.
Manage relationships with external BPO partners, ensuring service levels, quality standards, and operational goals are consistently achieved.
Analyze operational data, KPIs, case volumes, aging trends, and regulatory metrics to identify improvement opportunities and drive informed decisions.
Design and implement scalable process improvements across dispute workflows, case routing, escalation management, and resolution procedures.
Partner with Quality Assurance, Compliance, Operations, and Technology teams to maintain adherence to regulatory requirements, including dispute processing standards and financial regulations.
Drive the adoption of new technologies, automation tools, and AI-enabled solutions to improve case management efficiency and agent productivity.
Lead complex dispute escalations and high-risk cases while ensuring timely and effective resolution.
Build strong relationships with internal stakeholders and partners to improve customer experiences and operational outcomes.
Support new program launches, operational changes, and transformation initiatives through effective change management.
Create documentation, reporting frameworks, and operational best practices to support a scalable disputes organization.
Requirements:
The ideal candidate is an experienced disputes and payments professional with a strong operational mindset, proven leadership capabilities, and the ability to use data and technology to drive improvements in complex environments.
7+ years of experience in disputes, chargebacks, financial operations, or related BPO management environments.
Proven experience managing dispute operations, payment processes, or customer resolution programs at scale.
Strong knowledge of issuer-side dispute processing, including familiarity with regulations such as Reg E and/or Reg Z.
Experience managing external vendors, BPO partners, and cross-functional teams in high-compliance environments.
Demonstrated ability to analyze operational metrics, identify trends, and translate insights into strategic improvements.
Strong communication, presentation, and stakeholder management skills with the ability to influence senior partners.
Experience using analytical and operational tools such as case management platforms, CRM systems, reporting tools, and data platforms.
Technical aptitude and familiarity with AI solutions, automation, analytics tools, and modern operational technologies.
Ability to manage multiple priorities, solve complex problems, and make sound decisions in fast-paced environments.
Strong organizational skills, attention to detail, adaptability, and a collaborative approach.
Experience with payment network rules and chargeback processes (Visa, Mastercard, Pulse, Maestro) is preferred.
Experience implementing AI-driven automation, intelligent case routing, or operational technology improvements is a plus.
Ability to travel globally when required.
Benefits:
Competitive base salary range:
National: $123,000 – $153,800
Premium: $133,100 – $166,400
Premium Plus: $144,700 – $180,900
Annual bonus opportunities based on individual and company performance.
Flexible remote work model supporting employees in choosing their preferred work environment.
Comprehensive health insurance options.
Flexible paid time off policy.
Retirement savings program with company contributions.
Equity opportunities and employee stock purchase program.
Family-forming benefits, fertility support, and up to 20 weeks of parental leave.
Access to therapy sessions, financial coaching, professional coaching, and legal support.
Remote work stipend to support an effective home office setup.
Annual development funds for professional growth and learning opportunities.
Inclusive and collaborative culture focused on innovation, growth, and employee well-being.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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