Senior Manager, Disputes, Chargebacks and Partner Performance

The posting, as Marqeta wrote it

As Marqeta’s  Senior 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 https://www.marqeta.com/blog/2022/05/10/flexible-first. This role can be performed remotely in the United States, only in one of our National locations, which you can review here https://www.marqeta.com/company/salaryzones.

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: Fo

[…]
loyer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements.

Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form https://forms.gle/Nx79JaH22WR94nBh7 with your specific accommodation request.

Marqeta cares about your privacy. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice https://www.marqeta.com/company/applicant?_gl=1*vqpey*_up*MQ..*_ga*MTY0ODUzMjE0NC4xNzg1ODY3Nzg5*_ga_FT9GKGF00J*czE3ODU4Njc3ODgkbzEkZzEkdDE3ODU4Njc3OTIkajU2JGwwJGgw. Additional information for California residents can be found here https://www.marqeta.com/applicant?_gl=1*vqpey*_up*MQ..*_ga*MTY0ODUzMjE0NC4xNzg1ODY3Nzg5*_ga_FT9GKGF00J*czE3ODU4Njc3ODgkbzEkZzEkdDE3ODU4Njc3OTIkajU2JGwwJGgw#1lOHLMWCqwzsMvVd1FY1XD.

To keep our interview process fair and consistent, we ask that all candidates join video interviews with their camera on.

Notice on Use of AI in Recruitment
We may use artificial intelligence (AI) tools in our recruitment processing consistent with the requirements of applicable laws. For more information, review our AI notice here https://jobs.ashbyhq.com/marqeta-inc/automation-notice.