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Senior Chargeback Operations Manager

2 months ago

Oakland, California, United States Marqeta Full time

Position Overview

Marqeta is seeking a dedicated Senior Chargeback Operations Manager to spearhead the management and execution of our Disputes Program across various partnerships. This role is crucial in ensuring the effectiveness of our chargeback and dispute resolution processes.

Key Responsibilities

  • Develop and refine the comprehensive strategy for disputes management, ensuring alignment with Network rules and operational requirements.
  • Oversee the complete Network Dispute process, including arbitration and compliance management.
  • Revise and create dispute rules to support Marqeta's payment strategies and adapt to industry changes.
  • Provide expert guidance to internal and external stakeholders regarding dispute rule interpretation and application.
  • Ensure compliance with all contractual obligations related to payment processes and provide consultation to product teams on industry standards.
  • Lead a diverse team, focusing on performance and productivity management.
  • Guarantee an exceptional customer experience by meeting and exceeding service level agreements (SLAs) and addressing escalations promptly.

Qualifications

  • Bachelor's degree or equivalent experience.
  • 7-10 years of relevant industry experience.
  • Proven ability to deliver results through collaboration with cross-functional teams.
  • Strong organizational skills with the ability to manage multiple projects simultaneously.
  • Excellent communication skills, both verbal and written.
  • In-depth knowledge of dispute and chargeback regulations, including Regulation E and Z, as well as MasterCard and Visa rules.
  • Strong problem-solving abilities and process improvement skills.
  • Ability to leverage technology for operational enhancements.

Preferred Qualifications

  • Experience with ACH, Wire, ATM, and Echeck dispute management.
  • Familiarity with Visa/MC operational or settlement processes.
  • Experience with international disputes and chargebacks.

Benefits

  • Comprehensive benefits package with 100% employee premium coverage.
  • Flexible time off policies.
  • Paid medical, parental, and family leave.
  • Retirement savings plan with company contributions.
  • Competitive compensation and equity opportunities.
  • Employee Stock Purchase Plan.
  • Access to various employee perks and discounts.

Marqeta is committed to fostering a diverse workforce and providing equal employment opportunities to all applicants, ensuring a workplace free from discrimination.