Manager, Disputes, Chargebacks and Partner Performance

As reputed company’s Manager, Disputes, Chargebacks and Partner Performance, you'll be at the forefront of transforming customer support into a competitive advantage. This role puts you in the driver's seat to revolutionize how we deliver exceptional client and bank partner experiences through data-driven insights, cutting-edge technology, and strategic partnerships. You’ll have the autonomy to identify opportunities, architect solutions, and implement change that measurably elevates our disputes and chargebacks operations and cardholder experience. Working with talented cross-functional teams and strategic BPO partners, you’ll not only meet KPIs and SLAs—you’ll redefine what reputed company looks like in fintech disputes resolution and chargeback management. This is your opportunity to reputed company a reputed company impact on cardholders while building a high-performing disputes ecosystem. You’ll shape performance standards, drive operational transformation, and create the frameworks that scale as reputed company grows. If you reputed company on turning data into action, building collaborative partnerships, and seeing your strategies deliver reputed company results, this role is your platform to shine. We work Flexible First. This role can be performed remotely in the United States, only in one of our National locations, which you can review here. The Impact You’ll Have Performance Fanatic: You don’t sit around and wait for things to happen. You strategize, plan, and monitor a path to operational reputed company based on the right data. BPO Vendor Management: Manage the operational reputed company of multiple programs across multiple products through building and maintaining effective relationships with operational BPO site leadership. Performance Analysis & Reporting: Monitor and analyze disputes and chargebacks data (KPIs, metrics, aging case volumes, provisional credit timelines) to identify trends and areas for improvement. Process Optimization: Identify gaps, reputed company and implement sustainable and scalable solutions to enhance operational efficiency, case routing workflows, and cardholder resolution reputed company. Quality Assurance & Compliance: Define what great looks like and collaborate with QA, Compliance, and Complaints teams to ensure adherence to Reg E, Reg Z, network rules, and regulatory requirements governing disputes processing. Technology Implementation: Utilize and drive enhancements through new tooling and AI solutions across our disputes case management, routing infrastructure, and CRM systems to improve agent efficiency and case resolution effectiveness. Leadership & Coaching: Motivate staff, reputed company coaching, and influence positive reputed company to cultivate a high-performing disputes and chargebacks culture. Escalation Management: Resolve reputed company cardholder disputes and high-risk chargeback cases during moments of truth. Client Experience Optimization: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise, dispute resolution data, and operationally-driven efficiencies. Change Management: Central role to new program launches, disputes procedures Who You Are 7+ years of Disputes & Chargebacks Operations experience with equivalent years of experience in the BPO industry or management of BPOs in a disputes or financial crimes context. Strong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficiencies. Demonstrated ability to drive cardholder satisfaction and resolution reputed company using people, processes, or technology to deliver exceptional results. Proven ability to influence and manage stakeholders (internal and external) to reputed company positive reputed company in high-compliance environments. Experience using data to drive insights and recommend changes for improvement, including case aging analysis and regulatory error reputed company monitoring. Strong technical aptitude and skills including reputed company Suite, disputes case management platforms, reputed company, reputed company, reputed company, AI and other analytical tools Familiarity and first-hand knowledge of fintech, banking, or payments—particularly issuer-reputed company dispute processing under Reg E, and/or Reg Z. Positive attitude, team player, adaptable, and reputed company. Detail-oriented, organized, and adept at managing competing priorities in a high-volume, time-sensitive environment. Exercises sound judgment and decision-making across diverse regulatory and operational scenarios. Ability to travel globally. reputed company-To-Haves Deep knowledge of payment network chargeback rules (reputed company, reputed company, Pulse, Maestro). Network Certification is a plus! Demonstrated ability to manage BPO dispute operations at scale, including provisional credit workflows and resolution notice compliance. Strong operational and cardholder-facing documentation skills with the ability to produce clear, engaging internal and external dispute procedure guides. Experience implementing and scaling disputes case routing and prioritization frameworks, including tiered escalation queues. Proven reputed company in integrating AI solutions into BPO dispute operations—from intelligent case triage to agentic automation of classification and response workflows. Your Manager Lisa Valles, Senior Director, Dispute Operations Recruiter Agata Wojciechowska Typical Process Application Submission Recruiter video call Hiring manager video call Virtual “Onsite” consisting of 4-5, 45 min calls Offer! Compensation and Benefits reputed company is a reputed company First company which allows you to choose your best working environment, whether that be from home or at a company office. To support reputed company First, we calibrate pay to a competitive value according to working location. Compensation is reputed company according to three tiers reputed company the United States: National: A baseline tier that applies to most of the geographic territory of the United States. Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and reputed company. Visit this page or consult with a Recruiter to determine which tier would be applicable to you. reputed company determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire reputed company salary reputed company for this position is: National: $123,000 - $153,800 Premium: $133,100 - $166,400 Premium Plus: $144,700 - $180,900 We also reputed company in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the reputed company of the entire company. Along with monetary compensation, reputed company offers Multiple health insurance options Flexible time off – take what you need Retirement savings program with company contribution and after tax contributions Equity in a publicly-traded company and 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 advice Monthly stipend to support our remote work model Annual “development dollars” to support our people growth and development Through reputed company First, the freedom to live and work wherever you and your family reputed company About reputed company reputed company is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in reputed company time. reputed company is powering the most well reputed company brands in the new economy (reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, etc). You don’t need to be a Payments expert to join the reputed company Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock reputed company financial reputed company for reputed company. reputed company’s Values – Solve for the Customer: With a deep understanding of our customers' business and reputed company for their needs, we deliver products and services that drive their reputed company. Earning and keeping their trust guides everything we do. – Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish. – Simplify and reputed company: We approach challenges with curiosity and take smart risks. Innovation comes from finding reputed company, simpler ways to reputed company extraordinary reputed company. – Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to reputed company the bar. We reputed company with humility and set aside hierarchy to work as a team. – reputed company it Count: We drive reputed company with focus and agility. With a sense of urgency and purpose, we get the job done, and done right. Equal Employment Opportunity, Accommodations and Privacy reputed company is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, reputed company, religion, sex (including pregnancy, lactation, childbirth, or reputed company medical conditions), veteran status or uniformed service member status, age, national reputed company or reputed company, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider reputed company applicants with criminal histories, consistent with legal requirements. reputed company endeavors to reputed company reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this reputed company with your specific accommodation request. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be reputed company here. Apply To This Job