Manager, Disputes, Chargebacks and Partner Performance

Responsibilities

• Manage dispute resolution operations to drive performance improvement and enhance cardholder experiences
• Analyze and report on key performance metrics related to disputes and chargebacks to identify trends
• Optimize processes by identifying gaps and implementing scalable solutions for operational efficiency
• Ensure compliance with regulatory requirements and quality assurance for dispute processing standards
• Lead technology enhancements related to case management and CRM systems to improve agent efficiency

Qualifications

• 7+ years of experience in Disputes & Chargebacks Operations or BPO management in a financial context
• Strong communication skills, including verbal and written, with experience in strategic operational efficiencies
• Able to drive cardholder satisfaction and resolution through people, processes, or technology
• Proficiency in influencing stakeholders in high-compliance environments for positive outcomes
• Experience using data analytics to recommend process improvements in disputes management

Benefits

• Flexible work environment, allowing remote work or national office options as per employee choice
• Flexible time off policy to support work-life balance
• Comprehensive health insurance options for employees
• Retirement savings plan with company contributions and after-tax options
• Equity offering through Employee Stock Purchase Program and options for family-forming benefits