Head of Disputes
Leads end-to-end disputes operations for credit card programs, managing BPO oversight, building policies and automation, ensuring Reg E/Z and network compliance, and driving down chargeback rates. Requires 5+ years in disputes with deep payment network knowledge; onsite in San Francisco.
About the job
Responsibilities
- Own the disputes function end-to-end — strategy, policy, BPO oversight, and complex case resolution
- Manage and audit our BPO disputes operation, driving quality, accuracy, and SLA compliance across programs
- Build the internal disputes playbook: policies, SOPs, decision trees, and escalation paths
- Handle complex and high-value disputes directly — fraud claims, merchant chargebacks, billing errors — in compliance with Reg E, Reg Z, and Visa/Mastercard network rules
- Ensure full compliance with Reg E, Reg Z, and Visa/Mastercard dispute rules — owning adherence end-to-end across timelines, provisional credit, and required cardholder communications
- Partner with Fraud, Compliance, and Engineering to address root causes of dispute volume, improve tooling, and build automation that reduces manual handling at scale
- Monitor chargeback ratios and dispute metrics across programs and escalate trends to leadership
- Work with our sponsor bank and card networks on dispute-related requirements and escalations
- Hire and develop an in-house disputes team as volume and complexity grow
Requirements
- 5+ years of experience in credit card disputes, chargebacks, or a closely related function
- Deep working knowledge of Reg E, Reg Z, and dispute rules, tools, and timelines across all three major card networks (Visa, Mastercard, Amex) — and experience owning compliance adherence, not just awareness of the rules
- Experience overseeing or partnering with BPO operations on disputes or servicing
- Strong analytical skills — you can pull dispute data, identify patterns, and turn them into actionable recommendations
- Comfortable working cross-functionally with Compliance, Fraud, Engineering, and external banking partners
- Clear, precise written communication — you can write a dispute policy as clearly as you can write an escalation summary
- Experience at a card issuer, fintech, or bank is strongly preferred
- San Francisco-based and in-office 5 days a week
Compensation
- Annual starting salary range of $140,000–$190,000 + equity + benefits
Skills
Reg E, Reg Z, Visa, Mastercard, Amex, Chargebacks, Bpo Operations, Dispute Management, Analytical Skills, Automation Tooling
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