Chargeback Operation Manager

As the Chargeback Operation Manager at Chargeflow, you will play a key role in shaping, expanding, and leading our team of Chargeback Analysts. This team is responsible for managing our exclusive chargebacks system, providing guidance to our sellers throughout the chargeback process, building trust in payment transactions, and resolving merchant chargeback disputes on their behalf.

In this role, you will closely collaborate with internal cross-functional teams such as Customer Success, Fraud, Chargeback, Finance, Risk, Legal, and Product. This collaboration is essential to ensure a seamless merchant experience, drive innovation within our system, and improve the efficiency and success rate of chargeback resolutions.

Responsibilities:

• Collaborate directly with stakeholders to optimize operational processes and elevate overall productivity.
• Provide oversight and leadership to the Chargebacks and Fraud departments, fostering a culture of excellence and growth.
• Develop and execute comprehensive training programs, fostering knowledge sharing and skill enhancement among team members.
• Serve as the dedicated point of contact for all chargeback-related inquiries and issues, managing Service Level Agreements (SLAs), response quality, and verification procedures.
• Elevate the Customer Success Department to become subject matter experts in Fraud and Chargebacks through strategic training initiatives and tactical approach development.
• Monitor and analyze merchant performance metrics, particularly focused on enhancing the Win Rate, promptly alerting relevant parties including product, customer success, and fraud operations teams.
• Ensure optimal functioning of the chargeback automation system while also spearheading the establishment of innovative processes bridging the product and operational domains.
• Conduct necessary customer meetings, proactively addressing concerns related to our solutions and services.
• Establish a proficient leadership team for Fraud and Chargebacks, bridging the gap between domain expertise and the product team.
• Enhance the components of the evidence builder, leading to a substantial increase in win rates.
• Implement process automation enhancements by harnessing additional data points and technologies.
• Strategically prepare for expansion into new industry segments such as Travel and Digital Goods.
• Contribute to the advancement of the company's Open API, unlocking new growth opportunities among larger merchants and diverse market segments.
• Gauge internal team performance through the development and analysis of operational and support metrics and tools.
• Assume full ownership of the end-to-end journey involving Chargeflow's integration with Payment Service Providers (PSPs).
• Conduct thorough research to devise a comprehensive plan for the development of a PSP-focused product.
• Successfully execute the inaugural pilot program with a selected PSP.
• Forge strategic partnerships with PSPs, effectively promoting and selling the Chargeflow product to these partners.
  
  

• Bachelor's degree in Business, Finance, or related field (Master's degree preferred).
• Proven track record of several years in chargeback management, fraud prevention, or related roles, ideally within a high-growth technology or fintech company.
• Demonstrated leadership and team management experience, with a strong ability to inspire, mentor, and develop team members including leading a team(s).
• In-depth understanding of chargeback processes, payment industry regulations, and fraud mitigation strategies.
• Excellent interpersonal, communication, and negotiation skills to collaborate effectively with diverse internal and external stakeholders.
• Analytical mindset with the ability to interpret complex data and metrics to drive informed decision-making.
• Strong project management skills with the ability to multitask and prioritize effectively in a fast-paced environment.
• Creative problem solver with a proactive approach to identifying challenges and devising innovative solutions.
• Proficiency in utilizing chargeback automation systems and fraud prevention tools.
• Prior experience in engaging with Payment Service Providers and a sound understanding of their operational landscape is a distinct advantage.
• Willingness to adapt to evolving industry trends and operational demands.