Manager, Disputes, Chargebacks and Partner Performance

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. 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: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise, dispute resolution data, and operationally-driven efficiencies. Change Management: Central role to new program launches, disputes procedures Who You Are 7+ years of Disputes & Chargebacks Operations experience with equivalent years of experience in the BPO industry or management of BPOs in a disputes or financial crimes context. Strong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficiencies. 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. Positive attitude, team player, adaptable, and resourceful. Detail-oriented, organized, and adept at managing competing priorities in a high-volume, time-sensitive environment. Exercises sound judgment and decision-making across diverse regulatory and operational scenarios. 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. Experience implementing and scaling disputes case routing and prioritization frameworks, including tiered escalation queues. Proven success in integrating AI solutions into BPO dispute operations—from intelligent case triage to agentic automation of classification and response workflows. Your Manager Lisa Valles, Senior Director, Dispute Operations Recruiter Agata Wojciechowska Typical Process Application Submission Recruiter video call Hiring manager video call Virtual “Onsite” consisting of 4-5, 45 min calls Offer! Compensation and Benefits Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States: National: A baseline tier that applies to most of the geographic territory of 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. Visit this page or consult with a Recruiter to determine which tier would be applicable to you. 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 Free therapy sessions, financial and professional coaching, and legal advice Monthly stipend to support our remote work model Annual “development dollars” to support our people growth and development Through Flex First, the freedom to live and work wherever you and your family thrive About Marqeta Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all. Marqeta’s Values – 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. Earning and keeping their trust guides everything we do. – Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish. – Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes. – Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team. – 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. Equal Employment Opportunity, Accommodations and Privacy Marqeta is an equal opportunity employer 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 with your specific accommodation request. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.