Chargeback Strategy & Operations Lead

About the role

Felix Pago is seeking a Chargeback Strategy & Operations Lead to oversee and drive the chargeback strategy end-to-end. This role requires fluency in dispute mechanics from both merchant/acquirer and issuer sides, including evidence standards, timelines, and network rules.

Responsibilities

• Chargeback Strategy & Governance: Own the chargeback strategy for Felix, covering merchant-acquiring and issuing sides. Define and refine representment strategy, build playbooks, SOPs, and escalation paths, and identify AI-powered solutions.
• Win Rate Measurement & Analytics: Design methodologies for win rate measurement by reason code, network, processor, corridor, and dispute stage. Build dashboards for visibility and actionable insights.
• Regulatory & Network Expertise: Stay updated on chargeback regulations and network rules, track rule changes, and engage with relevant institutions appropriately. Ensure compliance with timelines and evidence standards.
• Cross-Functional Partnership: Collaborate with Fraud Strategy, Investigations, and Operations to link fraud patterns to chargeback outcomes. Partner with Product/Engineering on chargeback roadmap and tooling. Represent Felix in vendor and partner discussions.
• Team & Process Leadership: Mentor junior team members, document chargeback processes for scalability, and prepare for eventual operational handoff as the team grows.

Requirements

• 4-7+ years in fraud/risk strategy, with direct, hands-on experience in card authorization decisioning (issuer, acquirer, program manager, or processor side).
• Working knowledge of card network mechanics, including authorization/clearing/settlement flow, 3DS/SCA, network fraud-monitoring programs, and dispute reason codes.
• Experience with or evaluating BaaS/program-manager card issuing vendors, including fraud AoR/RACI negotiation.
• Advanced SQL skills, comfortable independently querying and sizing risk.
• Demonstrated bias toward product and action-based fraud controls, such as step-up auth, holds, and dynamic friction.
• Comfortable building in ambiguity, translating vendor documentation, legal, and compliance input into an actual operating model.
• Strong cross-functional communication skills, sitting at the intersection of Fraud, Product, Compliance, and vendor.
• Advanced English proficiency.
• Prior experience specifically with card issuing at a fintech or program manager (rather than acquiring-side or card-not-present e-commerce fraud only).
• Familiarity with stablecoin-backed card programs or general crypto experience.
• Spanish or Portuguese, given the LATAM corridor focus.
• Background in cross-border remittance or LATAM-market fraud.
• Experience negotiating or managing a BIN sponsor/issuing bank relationship.

What we offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• 401(k) with employer match
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment
• Equal Opportunity Employer