Manager, Disputes, Chargebacks and Partner Performance
New
J
JobgetherFintech Payments
Based in United StatesFull-TimeManager
SalaryNational: $123,000 – $153,800; Premium: $133,100 – $166,400; Premium Plus: $144,700 – $180,900
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Job Details
- Experience
- 7+ years
- Required Skills
- QA AutomationCRMData analytics
Requirements
- 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.
- Payment network rules and chargeback processes experience (Visa, Mastercard, Pulse, Maestro) is preferred.
- Experience implementing AI-driven automation or operational technology improvements is a plus.
- Ability to travel globally when required.
Responsibilities
- 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.
- 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.
- 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.
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