Chargeback Recovery Manager

Job Summary

Managing the 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 and throughput
• 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 quality standards while driving continuous improvement

Required Qualifications

• 4+ years of experience 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 and the CE 3.0 framework
• Proven experience in managing BPO relationships and implementing continuous improvement
• Strong analytical skills with proficiency in SQL, Excel, or comparable tools for monitoring KPIs
• Experience with pre-dispute platforms such as Ethoca, Verifi, or RDR