The Head of Disputes Operations leads the day-to-day disputes function across Collectors’ Marketplace, Power Packs, and emerging Financial Services lending business. This role owns the full dispute lifecycle — payment chargebacks and representment, buyer/seller and fulfillment disputes, and the regulatory error-resolution obligations of the lending business — maximizing recovery and win rates while keeping the company within card-network thresholds, meeting regulatory timeframes, and protecting customer trust. The role manages a team and reports to the Head of Risk & Compliance, working hand-in-hand with Fraud Operations on the boundary between true fraud and service-related disputes.

What You'll Do:

Chargeback & Payment Dispute Operations

• Lifecycle ownership. Own the chargeback process end-to-end — intake, investigation, evidence compilation, representment, and recovery — across payment processors and card networks.

• Win-rate optimization. Build and maintain representment playbooks and evidence templates by reason code; continuously improve representment win rates and net recovery.

• Network program management. Monitor and manage card-network monitoring programs (e.g., Visa and Mastercard excessive-chargeback / acquirer-monitoring programs) to keep the business safely below ratio thresholds.

• SLA & deadline discipline. Manage dispute queues to meet all network and processor response deadlines without lapses.

Marketplace & Power Packs Disputes

• Buyer / seller adjudication. Resolve item-not-received, not-as-described, authenticity, and Power Packs fulfillment disputes with consistent, fair, and well-documented decisions.

• Fraud vs. service routing. Partner with Fraud Operations to separate true fraud from friendly / first-party fraud and service issues, routing each to the right workflow.

• Policy & playbooks. Maintain dispute policies, decision trees, and escalation paths that scale across product lines.

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Lending / Financial Services Error Resolution

• Regulatory dispute handling. Manage billing-error resolution (TILA / Reg Z), credit-reporting disputes (FCRA / e-OSCAR), and Reg E error resolution where applicable, within all required timeframes.

• Audit-ready records. Maintain complete, defensible documentation of investigations and outcomes to satisfy internal audit, external audit, and examiner review.

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Operations, Vendors & Reporting

• Team leadership. Lead, coach, schedule, and develop the disputes team; set quality and productivity standards.

• Vendor management. Manage any outsourced / BPO dispute support and dispute-tooling vendors.

• Metrics & root cause. Track and report dispute rate, chargeback rate, representment win rate, cycle time, and net recovery; surface root causes to Product, Payments, and Fraud to reduce inbound disputes.

Who You Are:

Required Qualifications

• 5+ years in disputes, chargeback, or payments operations, including direct people-management or team-lead experience.

• Hands-on knowledge of card-network dispute rules and the chargeback / representment lifecycle.

• Experience managing to SLAs and to network chargeback-ratio / monitoring-program thresholds.

• Strong analytical skills and comfort working with dispute and chargeback data and reporting.

• Customer-centric judgment that balances recovery and loss control against fairness and retention.

Preferred Qualifications

• Marketplace or high-volume e-commerce disputes experience.

• Familiarity with consumer-lending dispute and error-resolution rules (Reg Z billing errors, FCRA, Reg E).

• Experience with dispute / chargeback tooling (processor portals, Verifi / Ethoca, chargeback automation).

• Experience managing outsourced or BPO operations teams.

Salary Range: The salary range for this position is $110,891 - $170,035. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits

• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

• Vacation: All salaried employees are eligible for flexible time-off

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities