Position Summary...The Manager, Business Analysis & Insights - Chargeback Operations will lead chargeback operations and strategy across multiple business P&Ls and channels at Sam's Club, with a strong focus on omnichannel operations. This role oversees the review and representment of eligible disputes through payment processors while using data and business insights to understand the drivers behind chargebacks, identify emerging fraud trends, and reduce financial losses. This manager will own and evolve the chargeback strategy, including vendor relationships, operational performance, reporting, analytics, forecasting, and process improvement. The role will partner closely with Finance, Treasury, internal business teams, and external vendors to strengthen chargeback processes and inform broader business decisions. This individual will coordinate with analysts and cross-functional partners, combining strong financial and analytical acumen with strategic thinking, critical problem-solving, and collaborative leadership. The role will also support automation and AI-enabled opportunities that improve efficiency, strengthen decision-making, and enhance chargeback operations.
What you'll do...- Own and evolve the chargeback operations and representment strategy across multiple business units and channels.
- Coordinate with analysts and cross-functional partners responsible for chargeback analysis, operational performance, and business insights.
- Analyze chargeback activity across channels to identify why chargebacks are occurring, emerging trends, root causes, and opportunities to reduce financial losses.
- Evaluate dispute outcomes, win/loss performance, and operational metrics to identify opportunities to improve results.
- Use chargeback data to identify potential fraud and emerging risk trends and translate findings into actionable business strategies.
- Develop reporting, forecasting, dashboards, and analytical frameworks that provide visibility into chargeback performance and support business decisions.
- Partner closely with Finance, Treasury, fraud and risk teams, business stakeholders, payment partners, and external vendors to execute chargeback strategies and initiatives.
- Manage external vendor relationships and evaluate vendor performance against business and operational expectations.
- Drive process improvements, automation, and AI-enabled solutions that improve efficiency, accuracy, and scalability.
- Partner with analysts and key stakeholders to support performance expectations, production goals, process improvements, and consistent execution.
- Communicate complex financial and operational insights in a clear, actionable way to business partners and leadership.
What You'll Bring- Experience in chargeback operations, financial operations, payments, fraud, asset protection, risk, or a related field.
- Strong strategic mindset with the ability to build and evolve operational strategies using data, trends, financial insights, and business needs.
- Strong data analysis experience and the ability to identify patterns, investigate root causes, and translate complex information into actionable recommendations.
- Understanding of the broader financial and payments landscape, including how chargebacks and disputes affect business performance.
- Experience identifying fraud or emerging risk trends and using insights to influence strategy and operational decisions.
- Demonstrated experience leading, coaching, or developing analysts or other professional team members.
- Strong critical-thinking and problem-solving skills with the ability to navigate ambiguity and make informed decisions.
- Experience developing reporting, metrics, dashboards, or analytical frameworks to measure operational performance.
- Strong proficiency with Excel and experience with data visualization and analytical tools such as Tableau; experience leveraging AI or automation tools to improve processes is a plus.
- Strong partnership and communication skills with demonstrated ability to influence cross-functional stakeholders and work effectively with external vendors.
- Experience driving process improvement, automation, and operational efficiency in a fast-paced environment.
- Strong ownership and the ability to manage multiple priorities while maintaining attention to detail.
Preferred Experience- Direct experience with chargeback representment or chargeback operations.
- Experience within financial operations, payments, fraud, risk, or asset protection.
- Experience working across omnichannel retail operations.
- Experience managing third-party vendors or payment-processing partners.
- Familiarity with Accertify or similar fraud, payments, or chargeback platforms.
Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Bachelor's degree in Business, Analytics, Statistics, or related field and 2 years' experience in data analytics, project management, business, or related area OR 4 years' experience in data analytics, project management, business, or related area.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Master's degree in Business, Analytics, or related field, Project Management Certification, Six Sigma certification, Statistical Programming Language
Primary Location...2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America
