Head of Disputes

Responsibilities

• Own the disputes function end-to-end — strategy, policy, BPO oversight, and complex case resolution
• Manage and audit our BPO disputes operation, driving quality, accuracy, and SLA compliance across programs
• Build the internal disputes playbook: policies, SOPs, decision trees, and escalation paths
• Handle complex and high-value disputes directly — fraud claims, merchant chargebacks, billing errors — in compliance with Reg E, Reg Z, and Visa/Mastercard network rules
• Ensure full compliance with Reg E, Reg Z, and Visa/Mastercard dispute rules — owning adherence end-to-end across timelines, provisional credit, and required cardholder communications
• Partner with Fraud, Compliance, and Engineering to address root causes of dispute volume, improve tooling, and build automation that reduces manual handling at scale
• Monitor chargeback ratios and dispute metrics across programs and escalate trends to leadership
• Work with our sponsor bank and card networks on dispute-related requirements and escalations
• Hire and develop an in-house disputes team as volume and complexity grow

Requirements

• 5+ years of experience in credit card disputes, chargebacks, or a closely related function
• Deep working knowledge of Reg E, Reg Z, and dispute rules, tools, and timelines across all three major card networks (Visa, Mastercard, Amex) — and experience owning compliance adherence, not just awareness of the rules
• Strong analytical skills — you can pull dispute data, identify patterns, and turn them into actionable recommendations
• Comfortable working cross-functionally with Compliance, Fraud, Engineering, and external banking partners
• Clear, precise written communication — you can write a dispute policy as clearly as you can write an escalation summary
• Experience at a card issuer, fintech, or bank is strongly preferred
• San Francisco-based and in-office 5 days a week