Manager, Disputes, Chargebacks and Partner Performance

📋 Description

• Own operational strategy and performance management of dispute resolution processes.
• Develop and execute performance strategies to improve disputes, chargebacks, customer satisfaction
• Manage relationships with external BPO partners; ensure SLAs and quality standards are met.
• Analyze KPIs, case volumes, aging trends, and regulatory metrics to drive decisions.
• Design scalable improvements across dispute workflows, routing, escalation, and resolution
• Collaborate with QA, Compliance, Operations, and Tech to meet regulatory requirements.

🎯 Requirements

• 7+ years in disputes, chargebacks, payments ops, or related BPO management.
• Experience managing dispute operations at scale; knowledge of issuer-side processing and Reg E
• Experience with external vendors/BPOs and cross-functional teams in high-compliance environments.
• Strong data analysis skills; ability to translate insights into strategic improvements.
• Excellent communication, presentation, and stakeholder management; able to influence senior
• Experience with case management platforms, CRM, reporting tools, and data platforms; familiarity

🎁 Benefits

• Annual salary ranges: National $123,000 – $153,800; Premium $133,100 – $166,400; Premium Plus
• Annual bonus opportunities based on performance.
• Flexible remote work model and comprehensive health insurance.
• Flexible PTO, retirement savings, equity, and employee stock purchase program.
• Family-forming benefits, parental leave, and various well-being resources.
• Remote work stipend and development funds for growth.