Senior Manager, Disputes, Chargebacks, Partner Performance

🕒 Outubro 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $153.300 - $225.800 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Marqeta

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2010

💼 Consultoria

📦 Logística

💳 Fintech

💰 Post-IPO Equity em 2021-06

Consulting • Logistics • Fintech

A Marqeta é uma plataforma líder em emissão de cartões modernos que capacita empresas a integrar soluções abrangentes de crédito e pagamento de forma contínua em seus processos. Especializando-se em cartões de débito, crédito, pré-pagos e virtuais, a Marqeta fornece controles de despesas dinâmicos, financiamento Just-in-Time (JIT) e garante conformidade e gerenciamento de riscos. A plataforma suporta carteiras digitais, tokenização e finanças integradas, atendendo a setores como banco digital, gestão de despesas e serviços sob demanda. Com suas APIs abertas, a Marqeta facilita a criação e gestão de produtos de cartão, oferecendo escalabilidade e flexibilidade para empresas que vão desde startups até empresas globais.

Descrição

• Transform customer support into a competitive advantage through data-driven insights, technology, and strategic partnerships • Manage operational success of multiple programs across multiple products through relationships with 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 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 adherence • Drive enhancements using tooling and AI 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 and operational efficiency • Support new program launches and disputes procedures • Report to Lisa Valles, Senior Director, Dispute Operations

🎯 Requisitos

• 7+ years of Disputes & Chargebacks Operations experience, or equivalent years of experience in the BPO industry or management of BPOs in a disputes or financial crimes context • Strong communication skills (interpersonal, verbal, presentation, written, email) • 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 changes, including case aging analysis and regulatory error rate monitoring • Technical skills including Google Suite, disputes case management platforms, Salesforce, Slack, Snowflake, AI, and other analytical tools • Familiarity and first-hand knowledge of fintech, banking, or payments, particularly issuer-side dispute processing under Reg E and/or Reg Z • Positive attitude, adaptability, resourcefulness, and ability to work as a team player • Detail-oriented, organized, and able to manage competing priorities in a high-volume, time-sensitive environment • Sound judgment and decision-making across diverse regulatory and operational scenarios • Ability to travel globally • Knowledge of payment network chargeback rules (Visa, Mastercard, Pulse, Maestro) is a plus • Network Certification is a plus • Experience managing BPO dispute operations at scale, including provisional credit workflows and resolution notice compliance • Documentation skills for internal and external dispute procedure guides • Experience implementing and scaling disputes case routing and prioritization frameworks, including tiered escalation queues • Experience integrating AI solutions into BPO dispute operations

🏖️ Benefícios

• 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 • Freedom to live and work wherever you and your family thrive • Annual bonuses for eligible employees

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