Head of Disputes Operations

Head of Disputes Operations

The Head of Disputes Operations leads the day-to-day disputes function across Collectors’ Marketplace, Power Packs, and emerging Financial Services lending business. This role owns the full dispute lifecycle — payment chargebacks and representment, buyer/seller and fulfillment disputes, and the regulatory error-resolution obligations of the lending business — maximizing recovery and win rates while keeping the company within card-network thresholds, meeting regulatory timeframes, and protecting customer trust.

• Chargeback & Payment Dispute Operations Lifecycle Ownership
• Own the chargeback process end-to-end — intake, investigation, evidence compilation, representment, and recovery — across payment processors and card networks.
• Win-rate optimization. Build and maintain representment playbooks and evidence templates by reason code; continuously improve representment win rates and net recovery.
• Network program management. Monitor and manage card-network monitoring programs (e.g., Visa and Mastercard excessive-chargeback / acquirer-monitoring programs) to keep the business safely below ratio thresholds.
• SLA & deadline discipline. Manage dispute queues to meet all network and processor response deadlines without lapses.

Marketplace & Power Packs

• Buyer / seller adjudication. Resolve item-not-received, not-as-described, authenticity, and Power Packs fulfillment disputes with consistent, fair, and well-documented decisions.
• Fraud vs. service routing. Partner with Fraud Operations to separate true fraud from friendly / first-party fraud and service issues, routing each to the right workflow.
• Policy & playbooks. Maintain dispute policies, decision trees, and escalation paths that scale across product lines.

Lending / Financial Services

• Error Resolution. Manage billing-error resolution (TILA / Reg Z), credit-reporting disputes (FCRA / e-OSCAR), and Reg E error resolution where applicable, within all required timeframes.
• Audit-ready records. Maintain complete, defensible documentation of investigations and outcomes to satisfy internal audit, external audit, and examiner review.

Operations, Vendors & Reporting

• Team leadership. Lead, coach, schedule, and develop the disputes team; set quality and productivity standards.
• Vendor management. Manage any outsourced / BPO dispute support and dispute-tooling vendors.
• Metrics & root cause. Track and report dispute rate, chargeback rate, representment win rate, cycle time, and net recovery; surface root causes to Product, Payments, and Fraud to reduce inbound disputes.

Required Qualifications

• 5+ years in disputes, chargeback, or payments operations, including direct people-management or team-lead experience.
• Hands-on knowledge of card-network dispute rules and the chargeback / representment lifecycle.
• Experience managing to SLAs and to network chargeback-ratio / monitoring-program thresholds.
• Strong analytical skills and comfort working with dispute and chargeback data and reporting.
• Customer-centric judgment that balances recovery and loss control against fairness and retention.

Preferred Qualifications

• Marketplace or high-volume e-commerce disputes experience.
• Familiarity with consumer-lending dispute and error-resolution rules (Reg Z billing errors, FCRA, Reg E).
• Experience with dispute / chargeback tooling (processor portals, Verifi / Ethoca, chargeback automation).
• Experience managing outsourced or BPO operations teams.

Pay Range

The salary range for this position is $110,891 - $170,035. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.