As Marqeta’s Manager, Disputes, Chargebacks and Partner Performance, you'll be at the forefront of transforming customer support into a competitive advantage. This role puts you in the driver's seat to revolutionize how we deliver exceptional client and bank partner experiences through data-driven insights, cutting-edge technology, and strategic partnerships.
You’ll have the autonomy to identify opportunities, architect solutions, and implement change that measurably elevates our disputes and chargebacks operations and cardholder experience. Working with talented cross-functional teams and strategic BPO partners, you’ll not only meet KPIs and SLAs—you’ll redefine what excellence looks like in fintech disputes resolution and chargeback management.
This is your opportunity to make a tangible impact on cardholders while building a high-performing disputes ecosystem. You’ll shape performance standards, drive operational transformation, and create the frameworks that scale as Marqeta grows. If you thrive on turning data into action, building collaborative partnerships, and seeing your strategies deliver real results, this role is your platform to shine.
We work Flexible First. This role can be performed remotely in the United States, only in one of our National locations, which you can review here.
The Impact You’ll Have
- Performance Fanatic: You don’t sit around and wait for things to happen. You strategize, plan, and monitor a path to operational success based on the right data.
- BPO Vendor Management: Manage the operational success of multiple programs across multiple products through building and maintaining effective relationships with operational BPO site leadership.
- Performance Analysis & Reporting: Monitor and analyze disputes and chargebacks data (KPIs, metrics, aging case volumes, provisional credit timelines) to identify trends and areas for improvement.
- Process Optimization: Identify gaps, develop and implement sustainable and scalable solutions to enhance operational efficiency, case routing workflows, and cardholder resolution outcomes.
- Quality Assurance & Compliance: Define what great looks like and collaborate with QA, Compliance, and Complaints teams to ensure adherence to Reg E, Reg Z, network rules, and regulatory requirements governing disputes processing.
- Technology Implementation: Utilize and drive enhancements through new tooling and AI solutions across our disputes case management, routing infrastructure, and CRM systems to improve agent efficiency and case resolution effectiveness.
- Leadership & Coaching: Motivate staff, provide coaching, and influence positive outcomes to cultivate a high-performing disputes and chargebacks culture.
- Escalation Management: Resolve complex cardholder disputes and high-risk chargeback cases during moments of truth.
- Client Experience Optimization: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise, dispute resolution data, and operationally-driven efficiencies.
- Change Management: Central role to new program launches, disputes procedures
Who You Are
- 7+ years of Disputes & Chargebacks Operations experience with equivalent years of experience in the BPO industry or management of BPOs in a disputes or financial crimes context.
- Strong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficiencies.
- Demonstrated ability to drive cardholder satisfaction and resolution outcomes using people, processes, or technology to deliver exceptional results.
- Proven ability to influence and manage stakeholders (internal and external) to achieve positive outcomes in high-compliance environments.
- Experience using data to drive insights and recommend changes for improvement, including case aging analysis and regulatory error rate monitoring.
- Strong technical aptitude and skills including Google Suite, disputes case management platforms, Salesforce, Slack, Snowflake, AI and other analytical tools
- Familiarity and first-hand knowledge of fintech, banking, or payments—particularly issuer-side dispute processing under Reg E, and/or Reg Z.
- Positive attitude, team player, adaptable, and resourceful.
- Detail-oriented, organized, and adept at managing competing priorities in a high-volume, time-sensitive environment.
- Exercises sound judgment and decision-making across diverse regulatory and operational scenarios.
- Ability to travel globally.
Nice-To-Haves
- Deep knowledge of payment network chargeback rules (Visa, Mastercard, Pulse, Maestro). Network Certification is a plus!
- Demonstrated ability to manage BPO dispute operations at scale, including provisional credit workflows and resolution notice compliance.
- Strong operational and cardholder-facing documentation skills with the ability to produce clear, engaging internal and external dispute procedure guides.
- Experience implementing and scaling disputes case routing and prioritization frameworks, including tiered escalation queues.
- Proven success in integrating AI solutions into BPO dispute operations—from intelligent case triage to agentic automation of classification and response workflows.
Your Manager
Lisa Valles, Senior Director, Dispute Operations
Recruiter