other
Posted 2 hours agoManager, Disputes, Chargebacks and Partner Performance
at Marqeta
United StatesRemote
Responsibilities
- Strong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficiencies.
Requirements
- 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.
- experience through sharing expertise, dispute resolution data, and operationally-driven efficiencies.
- experience with equivalent years of
- experience in the BPO industry or management of BPOs in a disputes or financial crimes context.
- 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.
- 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. •
- Proven success in integrating AI solutions into BPO dispute operations—from intelligent case triage to agentic automation of classification and response workflows. Your Manager
- – Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success.
- – Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.
Experience
- 7+ years of Disputes & Chargebacks Operations
Benefits
- Offer! Compensation and
- Compensation is aligned according to three tiers within the United States:
- Premium : Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA
- Premium Plus : A tier for the most expensive working areas, like the San Francisco Bay area and New York City.
- When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is:
- National: $123,000 - $153,800
- Premium: $133,100 - $166,400
- Premium Plus: $144,700 - $180,900
- We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.
- Along with monetary compensation, Marqeta offers
- Multiple health insurance options
- Flexible time off – take what you need
- Retirement savings program with company contribution and after tax contributions
- Equity in a publicly-traded company and an Employee Stock Purchase Program
- Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave
- Monthly stipend to support our remote work model
- Annual “development dollars” to support our people growth and development
Additional details
- 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 .
- 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.