Manager, Disputes, Chargebacks, Partner Performance
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Job Description
Disputes operations manager overseeing chargebacks, BPO performance, compliance, and cardholder outcomes. Improving Marqeta’s embedded-finance payment operations through data, technology, and strategic partnerships.
Responsibilities:
- Manage the operational success of multiple programs across multiple products through effective relationships with operational BPO site leadership
- Monitor and analyze disputes and chargebacks data, including KPIs, metrics, aging case volumes, and provisional credit timelines
- Identify operational gaps and implement sustainable, scalable solutions for efficiency, case routing workflows, and cardholder resolution outcomes
- Define quality standards and collaborate with QA, Compliance, and Complaints teams on Reg E, Reg Z, network rules, and regulatory requirements
- Drive enhancements using new tooling and AI solutions across disputes case management, routing infrastructure, and CRM systems
- Motivate staff, provide coaching, and cultivate a high-performing disputes and chargebacks culture
- Resolve complex cardholder disputes and high-risk chargeback cases
- Build relationships with Program stakeholders to improve cardholder experience through dispute-resolution data and operational efficiencies
- Lead change management for new program launches and disputes procedures
Requirements:
- 7+ years of Disputes & Chargebacks Operations experience, or equivalent experience in the BPO industry or management of BPOs in a disputes or financial crimes context
- Strong communication skills and a track record of creating and executing strategic operational efficiencies
- Ability to drive cardholder satisfaction and resolution outcomes using people, processes, or technology
- Ability to influence and manage internal and external stakeholders in high-compliance environments
- Experience using data to drive insights and recommend improvements, including case aging analysis and regulatory error-rate monitoring
- Technical proficiency with Google Suite, disputes case management platforms, Salesforce, Slack, Snowflake, AI, and other analytical tools
- First-hand knowledge of fintech, banking, or payments, particularly issuer-side dispute processing under Reg E and/or Reg Z
- Positive, adaptable, resourceful, team-oriented approach
- Detail-oriented, organized, and able to manage competing priorities in high-volume, time-sensitive environments
- Sound judgment and decision-making across diverse regulatory and operational scenarios
- Ability to travel globally
- Deep knowledge of payment network chargeback rules for Visa, Mastercard, Pulse, and Maestro is a plus
- Experience managing BPO dispute operations at scale, including provisional credit workflows and resolution notice compliance is a plus
- Documentation skills for internal and external dispute procedure guides are a plus
- Experience implementing and scaling dispute case-routing and prioritization frameworks is a plus
- Experience integrating AI solutions into BPO dispute operations is a plus
Benefits:
- Annual bonuses for eligible employees
- Multiple health insurance options
- Flexible time off – take what you need
- Retirement savings program with company contribution and after tax contributions
- Equity in a publicly-traded company and an Employee Stock Purchase Program
- Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave
- Free therapy sessions, financial and professional coaching, and legal advice
- Monthly stipend to support our remote work model
- Annual “development dollars” to support our people growth and development
- Through Flex First, the freedom to live and work wherever you and your family thrive
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