we are looking for a Team Manager – Chargebacks & Payment Disputes.
What You'll Do:
Lead and develop a global team across three hubs and multiple time zones, driving collaboration and accountability.
Oversee team capacity, priorities, and service delivery to ensure execution aligns with business objectives.
Maintain and improve dispute management processes, policies, and controls across card payments, ACH debit, and other payment methods.
Manage relationships with banks, payment providers, customers, and external vendors, including their operational and risk teams.
Partner with Risk, Compliance, Reconciliation, Business, Product, and Customer Care on investigations and dispute resolution.
Lead process improvement, automation, and optimization initiatives to boost efficiency and reduce risk.
Own team performance across quantitative metrics (productivity, recovery rates, backlog, SLAs) and qualitative metrics (accuracy, compliance, audit readiness).
Use operational reports and data analysis to identify trends, risks, and opportunities for improvement.
What You'll Do:
Lead and develop a global team across three hubs and multiple time zones, driving collaboration and accountability.
Oversee team capacity, priorities, and service delivery to ensure execution aligns with business objectives.
Maintain and improve dispute management processes, policies, and controls across card payments, ACH debit, and other payment methods.
Manage relationships with banks, payment providers, customers, and external vendors, including their operational and risk teams.
Partner with Risk, Compliance, Reconciliation, Business, Product, and Customer Care on investigations and dispute resolution.
Lead process improvement, automation, and optimization initiatives to boost efficiency and reduce risk.
Own team performance across quantitative metrics (productivity, recovery rates, backlog, SLAs) and qualitative metrics (accuracy, compliance, audit readiness).
Use operational reports and data analysis to identify trends, risks, and opportunities for improvement.
Requirements:
5+ years of experience leading operational teams.
Experience in chargebacks, disputes, payments operations, risk, or fraud is highly desirable; strong operational leaders from fintech/payments who can quickly build domain expertise will also be considered.
Proven experience managing teams across multiple locations, cultures, and time zones.
Strong operational leadership track record, achieving KPIs, SLAs, and quality targets.
Outstanding people-management skills: coaching, mentoring, development, and building high-performing teams.
Excellent prioritization and organizational skills, able to manage competing business needs.
Strong analytical and problem-solving skills with exceptional attention to detail.
Highly independent, with a strong sense of ownership and accountability.
Advanced Excel skills and excellent written and verbal English communication.
5+ years of experience leading operational teams.
Experience in chargebacks, disputes, payments operations, risk, or fraud is highly desirable; strong operational leaders from fintech/payments who can quickly build domain expertise will also be considered.
Proven experience managing teams across multiple locations, cultures, and time zones.
Strong operational leadership track record, achieving KPIs, SLAs, and quality targets.
Outstanding people-management skills: coaching, mentoring, development, and building high-performing teams.
Excellent prioritization and organizational skills, able to manage competing business needs.
Strong analytical and problem-solving skills with exceptional attention to detail.
Highly independent, with a strong sense of ownership and accountability.
Advanced Excel skills and excellent written and verbal English communication.
This position is open to all candidates.
