Chargeback Strategy & Performance Manager

About the role

The Chargeback Strategy & Performance Manager will lead chargeback strategy for a key enterprise client in the advertising space, serving as the subject-matter expert on chargeback regulations, representment strategy, and performance optimization.

Responsibilities

• Serve as the expert on chargeback regulations, card network rules, and representment best practices across regions and payment methods.
• Proactively identify performance improvement opportunities in existing chargeback and representment strategies using data-driven analysis.
• Design, execute, and evaluate A/B tests of new strategies, partnering with a Support Specialist and Account Manager to operationalize changes.
• Consult on chargeback strategies for new business lines, products, or geographies, ensuring scalable, compliant approaches.
• Lead monthly performance touch-base calls, delivering clear insights, trends, and recommendations.
• Own reporting for Quarterly Business Reviews (QBRs), tying chargeback performance to business impact, risk reduction, and ROI.
• Translate complex dispute data into executive-level insights and actionable recommendations.
• Work with the Reporting Team to create real-time dashboards as needed.
• Build strong relationships with client stakeholders across risk, payments, operations, and finance.
• Identify and develop opportunities to expand into additional business lines or services, partnering with Account Management and Sales as needed.
• Act as a trusted strategic advisor, positioning the company as a long-term partner rather than a vendor.

Qualifications

• Deep experience with chargeback management, dispute representation, and card network regulations (Visa, Mastercard, Amex, etc.).
• Proven ability to analyze performance data and drive strategy improvements at scale.
• Experience working with enterprise clients and presenting to senior stakeholders.
• Strong collaboration skills with Support, Product, Data/Analytics, and Engineering teams.
• Comfortable owning both strategy and execution, with a high bar for accuracy and accountability.
• Expert in Chargeback Management rules and regulations.
• Experience in SaaS, fintech, payments, or fraud prevention environments.
• Familiarity with APIs, data pipelines, and analytics dashboards.
• Experience supporting multiple business lines and international payment programs.