Manager, Chargeback Recovery
$100,000–$107,500 year
Hybrid · Chicago, Illinois, United States
Job Summary
The Manager, Chargeback Recovery owns end-to-end execution of chargeback representment and recovery operations, leading the operations team, overseeing the BPO relationship, and driving win rates, SLA adherence, and operational efficiency that define program performance. This is a people leadership role at the center of day-to-day chargeback operations. Responsibilities include leading the operations team with performance standards and coaching, overseeing queue operations with routing and triage, managing the BPO relationship and vendor SLAs, delivering leadership-ready performance reporting (win/loss by reason code and processor, pre-dispute deflection analysis, volume trends, capacity gaps), staying current on card network rules and translating changes into operational adjustments, serving as the primary escalation point for complex chargeback/arbitration cases, partnering to ensure SOPs/training/QA reflect live operations, monitoring volumes and surfacing staffing needs, and identifying opportunities to streamline and automate workflows in collaboration with Product and Engineering. The role requires 4+ years in relevant domains with at least 2 years in people leadership, strong analytical capabilities, and experience with pre-dispute platforms and BPO management.
Required Qualifications
- 4+ years in payments, fraud, dispute, or chargeback operations with at least 2 years in a people management or team lead role
- Deep knowledge of card network dispute rules across major card networks including CE 3.0
- Proven people leadership skills including performance evaluations and coaching
- Hands-on experience managing a BPO relationship with SLAs and quality
- Working knowledge of pre-dispute platforms (Ethoca, Verifi, RDR) and ability to evaluate vendor performance via data
- Strong analytical skills and data-driven approach; proficiency in SQL, Excel or equivalent tools to monitor KPIs
- Excellent organizational and communication skills; ability to translate operational detail into leadership-ready reporting
- Comfortable in a build environment with process definition and execution
- Project management experience is a plus
- SQL or data querying proficiency is a plus
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