Chargeback Recovery Manager

Job Summary

Managing chargeback recovery operations, the full-time Manager Chargeback Recovery will oversee the chargeback queue, lead the operations team, and manage BPO relationships to drive performance and operational efficiency.

Key Responsibilities

• Lead and manage the operations team, focusing on performance standards, coaching, and accountability for case quality
• Oversee chargeback queue operations, including routing logic, triage protocols, and workload balancing
• Manage the BPO relationship for chargeback case handling, ensuring adherence to SLAs and driving continuous improvement

Required Qualifications

• 4+ years in payments, fraud, dispute, or chargeback operations, with at least 2 years in a management or team lead role
• Deep knowledge of card network dispute rules, including the CE 3.0 framework
• Proven experience managing a BPO relationship and driving quality improvements
• Working knowledge of pre-dispute platforms (e.g., Ethoca, Verifi, RDR) and data evaluation skills
• Strong analytical skills with proficiency in SQL, Excel, or similar tools for KPI monitoring